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Level 2 Support Engineer

3 months ago

Melbourne, Victoria, Australia RecordPoint Full time

RecordPoint is the Data Trust Platform; an Enterprise SaaS giving highly-regulated organizations a competitive edge with safer, more secure, better-managed data. The platform brings calm to the chaotic world of data, letting organizations discover, govern, and control their data for tighter compliance, more efficiency, and less risk. Businesses can trust that their data is accurate, private, and safe everywhere, all the time, for consistent confidence that's backed by RecordPoint expertise.

Our global customer list includes highly-regulated companies and government agencies, like The City of New York, NAB, ASIC, Transport for NSW, Ausgrid, Delaware Life and PG&E.

Scope of the role:
As a Level 2 Support Engineer at RecordPoint, you will play a crucial role in ensuring the satisfaction of our customers by providing advanced technical and business support for our software products. You will work closely with customers, as well as collaborate with internal development and product teams to resolve complex technical and business issues. The ideal candidate should have a strong technical and business background, excellent problem-solving skills, and a passion for delivering exceptional customer service.

What you will do:

  • Maintain a deeper understanding of the products, services, and systems they support.
  • Handle more complex technical issues and perform advanced troubleshooting to diagnose and resolve problems.
  • Take ownership of escalated issues, ensuring a swift and effective resolution.
  • Become the subject matter experts in specific areas of the product.
  • collect feedback from customers regarding product improvements and collaborate with product and engineering to enhance the product offering based on customer input.
  • Conduct root cause analysis to identify the underlying problems and communicate with engineering to help prevent similar issues from occurring in the future.
  • Contribute to or update technical documentation, knowledge base articles, and FAQs to ensure that Level 1 support and end-users have access to accurate and up-to-date information.
  • Review and improve internal process to optimise support efficiency and stay up to date with industry best practice.
  • Provide training and guidance to Level 1 support agents to help them handle more complex issues in the future.
  • Provide onboarding services for customers in conjunction with Level 1.

Overall, Level 2 support plays a crucial role in resolving challenging product, business and technical issues and providing a higher level of expertise to customers or end-users.

About you:

  • Bachelor's degree in Computer Science, Information Technology, or related field is desirable
  • Certification in relevant technologies or platforms is a plus.
  • Proven experience in a technical support role, preferably in a SaaS environment.
  • Excellent problem-solving and analytical skills.
  • Exceptional communication and interpersonal skills.
  • Customer-focused with a passion for delivering exceptional customer service.
  • Ability to work independently and as part of a collaborative team.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Familiarity with customer support tools and ticketing systems.
  • Adaptability and a willingness to learn and adapt to new technologies.
  • Strong understanding of software architecture and the ability to read and understand code.
  • Knowledge of database systems, networking concepts, and security principles.
  • Familiarity with cloud-based technologies, APIs, and web services.
  • Experience writing and running automation scripts such PowerShell and/ or Python
  • Experience in containerized solutions (e.g. Docker, Kubernetes, OpenShift)
  • Experience in powerautomate
  • Experience with Microsoft Azure, Office365, Enterprise file sync and share applications (Google Drive, Box, Dropbox etc.)
  • Knowledge of best practices and IT operations in an always-up, always-available service

Why RecordPoint?

  • Flexible work life balance
  • Opportunities to grow and develop
  • Fast-growth Australian-owned company
  • A workplace where innovation is our way of life
  • Personal Development budget for all staff
  • Access to Employee Stock Ownership Plan
  • A brilliant graduate program that provides both mentoring and growth opportunities for all
  • Work on a product that makes a real social-good impact on the world
  • Global opportunities

Know more:

By checking us out on all the usual platforms, and especially our About Us

or our Life at RecordPoint blog:

How to apply:

Click the 'apply now' button send us your CV.

RecordPoint is an equal opportunities employer.
We offer a fast-paced, dedicated and enjoyable environment, working with some of the best people in the industry.

No recruiters please, we've got this one covered.

You will need to pass a police background check to be eligible for employment at RecordPoint

Level 2 support engineers will be in office 2 - 3 days per week basis if they are based where RecordPoint has an office.