Technical Application Support Specialist
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A Technical Application Support Specialist is an experienced diagnostician with the ability to investigate and resolve complex application problems in bespoke solutions. Responsible for providing exceptional technical support and managed service to Gresham's global product portfolio customers to ensure quick response times, low levels of downtime and excellent issue resolution. This is a senior and challenging role, suitable for experienced candidates who are driven to solve complex problems and become subject matter experts.
About the candidate
You will be experienced in, and enjoy, deep‐dive technical support of rapidly developing and bespoke enterprise software applications. This includes log analysis and issue replication, frequently relating to issues that have not been investigated before. Candidates who primarily rely on pre‐existing solutions, web searches or generative AI to support industry standard applications are unlikely to succeed in this role. We will provide training on any missing technical skills; these are secondary to your outstanding investigative and problem‐solving skills.
Key Responsibilities
* Use your strong diagnostic techniques to identify the root cause of the problem, find solutions via fix or workaround advice, or escalating to the Development team
* Reacting quickly to customer demands, awareness of ticket priorities, SLAs and customer requirements is second nature to you
* Deliver market leading customer service that always aims to exceed demanding customer SLAs, escalating in a timely and appropriate manner
* Ensure all customer contact and ticket progression is documented in a professional and informative way on the incident management system, enabling cross team collaboration and a consistent customer experience
* Replicate customer issues where appropriate to ensure a deeper understanding of problems
* Build and maintain good customer relationships by attending conference calls where appropriate, without assistance from senior peers
* Provide lead application support for Gresham products acting as an acknowledged Subject Matter Expert in agreed areas of specialisation
* Liaise with senior members of Development, Product Management and Professional Services to drive product improvement and project understanding
* As part of a global team, you will primarily be working during Australia office hours.
* Provide out of hours weekend on‐call cover when required.
Key Skills
* Ability to process large amounts of information rapidly, while still identifying the key details
* Outstanding problem solving and diagnostic skills
* Remains calm under pressure, working quickly and accurately
* Educated to degree level, or appropriate equivalent professional experience in the workplace
* Previous experience in a technical application support role
* Experience in a FinTech environment
* Experience of database technologies such as MySQL; PostgreSQL; Oracle
* Experience with Windows Server and Linux operating systems
* Experience of cloud technologies, in particular AWS
* Experience with Kafka and Kubernetes is highly desirable.
Attributes
* Driven to solve problems
* Self‐motivated and able to work autonomously, while retaining a highly collaborative approach
* Able to lead on ad‐hoc projects and requests
* Demonstrable customer service and communication skills, remaining calm and professional even when faced with complex problems or difficult situations
* Able to work proactively as part of a team, manage own workload and progress tickets without support
* Able to demonstrate strong verbal and written communication skills, including report writing and delivering presentations
* Able to adapt to a diverse customer base maintaining exceptional levels of customer service
Key Stakeholders
* Reports to Regional Customer Success Manager or a Team Lead
* Key customer contacts
* Professional Services, Customer Support, Development and Sales teams
* Senior Leadership team
Seniority level
* Associate
Employment type
* Full‐time
Job function
* Business Development
Industry
* Software Development
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