Highly Skilled Technical Support Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeSupport Full time $90,000 - $120,000
Technical Support Professional

The ideal candidate will provide advanced technical support for a cutting-edge product suite, diagnosing and resolving complex issues related to core functionalities, data syndication, and external integrations.

This role involves conducting in-depth investigations and analysis of reported issues, utilizing logs, system diagnostics, and other available tools. The successful candidate will effectively leverage various tools for troubleshooting and configuration, collaborate with cross-functional teams to escalate and resolve bugs or underlying system issues, and develop comprehensive documentation for common issues and troubleshooting procedures.

You will also be responsible for assisting and leading technical discussions and meetings with clients, providing timely updates, and driving quick resolutions. As a trusted technical advisor, you will offer best practices and solutions to optimize the client's use of our platforms.

Key Responsibilities:

  • Provide advanced technical support for a SaaS product suite.
  • Conduct in-depth investigations and analysis of reported issues.
  • Effectively leverage tools for troubleshooting and configuration.
  • Collaborate with cross-functional teams to escalate and resolve bugs or underlying system issues.
  • Develop comprehensive documentation for common issues and troubleshooting procedures.

Requirements:

  • Minimum 2+ years relevant industry experience or proven experience in a technical support role, ideally with a focus on L2+ support for SaaS products.
  • Strong technical background with a solid understanding of APIs, data feeds, and integration methodologies.
  • Some experience in Python (or equivalent) scripting for automation and data manipulation.
  • Experience with relational databases and ability to write basic SQL queries.
  • Demonstrable experience working with complex data in Excel.
  • Excellent problem-solving skills with a methodical and analytical approach.
  • Exceptional written and verbal communication skills.
  • Ability to work independently and as part of a team in a fast-paced, dynamic environment.

We are looking for someone who is passionate about delivering exceptional customer service and has a strong customer-first approach.

What We Offer:

A challenging and rewarding role in a fast-paced environment, opportunities for growth and development, and a collaborative team culture that values innovation and excellence.

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