Highly Skilled Technical Support Expert

3 days ago

Sydney, New South Wales, Australia beBeeTechnical Full time $100,000 - $150,000

**Enterprise Technical Support Specialist Job Summary:**

  • We are seeking a highly skilled Enterprise Technical Support Specialist to join our team.

About the Role:

The Enterprise Technical Support Specialist will work closely with customers and engineering teams to resolve complex technical issues. The specialist will play a key role in building and refining systems and processes that guide tasks from initial report to resolution.

This role requires strong analytical, debugging, and problem-solving skills to analyze server and client application logs and identify the root cause of errors. Strong written and verbal communication skills are also essential to work with both technical and non-technical audiences.

Key Responsibilities:

  1. Work closely with enterprise customers to provide high-quality support and solve challenging interactions.
  2. Build and maintain strong relationships with customers to ensure high levels of engagement and satisfaction.
  3. Collaborate cross-functionally across engineering and product to build processes and manage issues.
  4. Perform advanced troubleshooting of products and embedded partner applications.
  5. Reproduce customer issues, perform initial codebase triage, and file bugs with Engineering.
  6. Manage to key performance metrics defined within the team.
  7. Respond to high-priority customer issues.
  8. Create and maintain internal knowledge libraries and contribute to the creation of user-facing content.
  9. Participate in an on-call rotation to assist customers outside of normal working hours (as needed).

Requirements:

  • At least 6+ years of experience in technical support, technical account management, or a similar role.
  • Native level fluency in English.
  • Strong understanding of and experience with REST APIs.
  • Knowledge and experience troubleshooting desktop applications on Microsoft Windows and macOS.
  • Knowledge of Single Sign-On including OAuth, SAML, and SCIM.
  • Able to balance user expectations while understanding policies and compliance boundaries.
  • Able to work under pressure and remain focused, confident, and professional.
  • Able to collaborate effectively with peers and across teams that are located in multiple offices.

We Value Diversity and Inclusion:

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers.

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