Join to apply for the Customer Support Engineer role at Concentric Sky (now part of Instructure) .
This is a customer-facing role requiring technical expertise to support our SaaS platform, primarily via email, in accordance with SLAs.
Key Responsibilities:
* Use knowledge-based support platforms to troubleshoot and resolve client issues
* Prioritize and manage a daily flow of tasks and projects
* Implement resolution plans for technical problems
* Assist with testing new features and software fixes
* Modify Freemarker document templates
* Address customer and internal technical requests
* Suggest product improvements based on client feedback
* Monitor system logs and produce documentation
About You:
* Minimum 2 years experience as support engineer or similar role
* Proven troubleshooting and problem-solving skills
* Fluent English, excellent customer-facing skills
* BSc in Computer Science or related field
* Experience with relational databases, SQL, Linux environments
* Knowledge of bash scripting, XML, HTML5, Java, JavaScript, JSON, ssh
* Familiar with iOS, Atlassian Suite, Salesforce or similar
This role is based in Melbourne, Australia, and may require out-of-hours meetings due to our global team.
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