Technical Support Engineer

3 weeks ago

Canberra, ACT, Australia Henderson Scott UK Full time
Technical Support Engineer - NV1 Cleared

Location: Hybrid in Canberra - 1-3 days a week on-customer site

Salary Range: Up to AU$300k

I am working with a Pre-IPO High Growth CyberSecurity start up with a strong market positioning and an utterly unique product. They are expanding their post sales team in Australia. This particular role is as a result of winning a new Government customer and they need a Technical Support Engineer with NV1 Security Clearance to support this Government client onsite and be dedicated to this customer.

There is a small and close knit post-sales team in Australia already and due to the amount of customers they have in the region, they need more support. They have a very collaborative team and their team has a strong balance of people who are nice and people who are ambitious.

This is a role with great career progression and a good ability to wear a lot of hats and learn new things.

Responsibilities:
  • Responsible for triaging & responding to, investigating and resolution of customer support tickets within SLAs
  • Responsible for troubleshooting customer queries
  • Perform analysis of integration logic and system processes and provide adequately descriptive solutions and responses back to Customers.
  • Effectively document investigative steps and analysis to escalate technical issues to the Product and Engineering team (Tier 3).
  • Escalate incident tickets through the appropriate channels and hold those escalated to accountable for responding in accordance with SLAs.
  • Proactive ownership and management of allocated tickets via support platforms.
  • Provide prompt, professional, and accurate communication with customers, vendors, and colleagues to bring a fantastic experience - ability to explain what happened and why, whilst proposing solutions and securing sponsorship to implement them.
  • Interface with colleagues to ensure completeness and relevance to customer requirements.
  • Prioritize and manage multiple open tickets at one time.
  • Share valuable knowledge with Support colleagues.
  • Provide input towards general process improvement.
  • Investigate any identified issues with the implementation and then proactively drive resolution.
  • Participate in critical (P1) incident DDA / RCA by providing root cause analysis and identifying corrective actions as well as contributing to preventative measures.
  • When required, assist with testing of the platform configurations and provide accurate feedback on test outcomes.
  • Maintain up to date product knowledge and awareness of new features.
What we are looking for:
  • 5+ years' in a technical, customer facing role
  • Experience as a L2 Technical Support Engineer, Linux System Administrator or DevOps Engineer
  • Strong Linux experience and knowledge
  • Experience working with CyberSecurity technologies
  • NV1 Clearance or Above
What's in it for you:
  • A great opportunity to work in a high growth Cyber vendor
  • Good career progression
  • Working alongside Ambitious and Collaborative team
  • Working with strong technologies
  • An ability to wear a lot of hats and learn a lot
  • A competitive salary and flexible remote working
Seniority level

Associate

Employment type

Full-time

Job function

Technology, Information and Internet

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