Technical Product Specialist

5 days ago

Australia beBeeCustomerSuccess Full time $100,000 - $120,000

**Job Description:**

We are seeking an experienced professional to fill the role of Customer Success Engineer. This position is a key part of our dynamic Support team, and the successful candidate will be responsible for delivering exceptional technical support and driving product excellence.

In this role, you will provide advanced functional and technical support across nearly 30 products, including flagship offerings, cloud solutions, acquisitions, and integration platforms. You will work closely with Tier 1 and Tier 2 teams, development, and other departments to ensure our customers receive outstanding service and our products continue to evolve.

Responsibilities:

  • Deliver first-class support via phone, email, chat, and Zendesk.
  • Own the technical support lifecycle for strategic products.
  • Represent Support in the development lifecycle, feeding back key insights.
  • Resolve complex technical issues across customer sites and hosting environments.
  • Collaborate with Sales, Project Management, and Customer Success to ensure consistency and satisfaction.
  • Act as the highest escalation point for technical queries.
  • Mentor Tier 1 and Tier 2 engineers to share expertise and build capability.

Required Skills and Qualifications:

  • Proven experience in a Support or Service Desk environment, acting as an escalation point.
  • Passionate about customer service and technical problem-solving.
  • Excellent organisational skills and ability to manage shifting priorities.
  • Strong troubleshooting skills and ability to explain complex issues clearly.
  • Solid understanding of relational databases and web-based applications.

Benefits:

Ideagen is committed to providing a supportive and inclusive work environment that allows employees to thrive. We offer a range of benefits, including opportunities for growth and development, flexible working arrangements, and a comprehensive rewards package.

About Us:

Ideagen is a leading provider of software solutions that help organisations achieve their goals. Our products are used by millions of people around the world, and we have a reputation for delivering high-quality solutions that meet the needs of our customers.

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