Support Engineering Specialist

3 days ago

Melbourne, Victoria, Australia beBeeTechnical Full time

Job Title: Technical Support Expert

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  • Join a team that transforms customer challenges into industry-leading solutions.

As a Technical Support Expert, you will be part of a team of deep product experts ensuring exceptional client experiences. You will contribute to the lifecycle of infrastructure and security, enhancing cloud solutions to ensure efficiency, security, and scalability in cloud journeys.

Key Responsibilities:

  • Reproduce and debug complex customer issues by using or building test environments and tools.
  • Triage and tackle incoming support requests via ticketing systems within Service Level Agreements (SLA).
  • Work to respond to customer needs as and when they arise, including outside normal working hours if needed to ensure necessary levels of service.
  • Document and record all activity and communication with customers in accordance with both internal and external security standards.
  • Attend weekly engineering meetings to discuss issues pertinent to support.
  • Collaborate with engineers, sales engineers, and technical account managers to schedule, coordinate, and lead debugging calls.
  • Contribute to product documentation, customer knowledge bases, and best practices guides.
  • Continuously improve processes and tools for normal, repetitive support tasks.
  • Participate in on-call rotations for production-down issues.

Required Skills and Qualifications:

  • At least 5 years of experience in Support Engineering or related fields.
  • A minimum of 6 years of experience in DevOps Engineering, Software Engineering, or System Administration.
  • Experience with Consul or other service mesh is a plus.
  • Experience with Docker, Kubernetes, or other container orchestration tools is a plus.
  • Ability to read sophisticated code for troubleshooting and familiarity with Git.
  • Familiarity with Distributed Systems, Microservice architecture.
  • Experience with REST APIs and command line tools.
  • Excellent problem-solving, analytical, and troubleshooting skills.

Benefits:

  • Opportunity to work with cutting-edge technology and innovative products.
  • Chance to develop and enhance technical expertise.
  • Collaborative and dynamic work environment.

Others:

  • Preferred candidates should have strong written and verbal communication skills and technical writing experience.
  • Bachelor's degree in Computer Science, IT, or equivalent professional experience.

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