Senior Application Support Specialist

2 months ago

Sydney, New South Wales, Australia Snow Full time

Job Overview

The Senior Application Support Specialist (Level 2) is a key member of our technical support team, responsible for providing exceptional deep-level quality technical support to our customer and partner base. This role requires a strong technical background, excellent communication skills, and a customer-focused attitude.

Key Responsibilities

  • Diagnose and troubleshoot complex technical issues and bugs in customer environments and within Snow's applications.
  • Apply workarounds and assist customers with configuration to mitigate or resolve issues.
  • Provide technical support and maintenance on all Snow products.
  • Perform advanced troubleshooting within customer environments, focused on recreating customer-reported issues and escalating to Product Engineering.
  • Collaborate with support teams to upskill their knowledge on Snow products, known issues, troubleshooting skills, and documentation.
  • Continually prioritize workload, ensuring proactive review of cases to reduce mean case aging of 1st and 2nd line.
  • Create content within the support knowledge base, ensuring timely and effective sharing of knowledge for new issues.
  • Contribute to the development of the customer support organization by participating in and leading regular internal meetings and training sessions.

Requirements

  • Minimum 3 years' experience in a technical application support role.
  • Strong communication and interpersonal skills.
  • Customer-focused can-do attitude.
  • Excellent time management, decision-making, prioritization, organization, and collaboration skills.
  • Be a team player, promote a spirit of cooperation and teamwork.
  • Intermediate to Advanced skills in Unix and SQL, including experience in SQL DB troubleshooting, SQL Profiler, Stored Procedures (Read & Modify), SQL query analysis, and SQL query error troubleshooting.
  • Strong networking and connectivity skills to diagnose complex connectivity issues.
  • Advanced technical diagnostic, troubleshooting, and problem-solving skills in client and server technologies.
  • Self-starter, capable of self-paced learning on the job.
  • Welcome challenging environments to apply specialist skills, maintaining customer confidence.
  • Be able to create, maintain, and improve technical knowledgebase articles (KCS).
  • Knowledge of O365 (configuration and administration knowledge desired).
  • Advanced knowledge in one or more of the following operating systems: Microsoft Windows, Linux, Unix, and OS X.
  • Experience with PowerShell, IIS, and command prompt.
  • Technical knowledge of any cloud-based technology would be a plus (AWS & Azure).
  • You must be an Australian citizen or permanent resident or a New Zealand citizen, or hold a valid visa with permission to work without any hours or time limitation.

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