Software Technical Support Expert

4 days ago


Melbourne, Victoria, Australia Rocket Software Full time

About the Role

We are seeking a highly skilled Senior Technical Support Engineer to join our team at Rocket Software. As a key member of our support team, you will be responsible for providing technical direction and leadership in the support, development, and enhancement of our products.

Job Description Summary:

  • Provide technical expertise and guidance to customers and internal teams to resolve complex technical issues.
  • Develop and maintain in-depth knowledge of our products and technologies to effectively troubleshoot and resolve customer issues.
  • Collaborate with cross-functional teams to identify and prioritize product enhancements and improvements.
  • Contribute to the development of training content and materials to ensure effective knowledge transfer within the organization.

Key Responsibilities:

  • Troubleshoot and resolve complex technical issues through advanced problem-solving skills and in-depth knowledge of our products.
  • Develop and maintain comprehensive knowledge bases and documentation to support customer issues and internal teams.
  • Collaborate with Product Development Managers to identify and prioritize product enhancements and improvements.
  • Participate in internal projects and initiatives to drive process improvements and innovation.

Qualifications:

  • 8+ years of experience in a technical support role with a strong background in software development or related field.
  • Advanced knowledge of computer technology and software development principles.
  • Strong problem-solving skills and ability to think critically in high-pressure situations.
  • Excellent communication and collaboration skills with the ability to work effectively with cross-functional teams.


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