Technical Customer Advocate

4 days ago

Townsville, Queensland, Australia beBeeProblemSolver Full time $100,000 - $150,000
Job Title: Senior Technical Support Engineer

The primary role of the Senior Technical Support Engineer is to ensure customer satisfaction by providing exceptional technical support and guidance.

This position requires a highly experienced engineer with a strong background in troubleshooting complex technical issues, mentoring junior engineers, and collaborating with cross-functional teams to resolve customer concerns.

  • Serve as the escalation point for high-priority or highly complex issues and lead the diagnosis, troubleshooting, and resolution of complex technical issues.
  • Own and resolve critical incidents, ensuring rapid responses, effective solutions, and timely communication to customers and stakeholders.
  • Mentor, guide, and train other technical support engineers, sharing best practices, collaborating on their escalations, developing new training materials, and helping them develop their skills.
  • Act as a trusted advisor to our customers, giving them clear and actionable insights including technical guidance, root cause analyses (RCA), proactive recommendations for system optimization, and regular detailed updates for ongoing or critical issues.

The ideal candidate will have 5+ years of experience in a technical customer-facing role, with a Bachelor's Degree in Computer Science, Information Technology, or related field. They will possess exceptional problem-solving skills, be an impeccable verbal and written communicator, and have advanced knowledge of popular operating systems, networking, cloud platforms, databases, scripting, and DevOps tools.

We value a collaborative and innovative work environment, continuous learning and development opportunities, and team-oriented culture. If you are passionate about delivering exceptional customer experiences, please apply.

Additional information can be provided upon request.

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