Senior Technical Solutions Specialist

3 days ago

North Sydney Council, Australia beBeeTechnical Full time $165,000 - $185,000
Senior Technical Support Engineer

As a senior technical support engineer, you will collaborate with customers and teams to provide high-quality solutions. This role requires an experienced professional with exceptional technical skills and a passion for resolving complex issues.

About the Role

This is an exciting opportunity to work with our customers and develop your skills in technical support. As a senior technical support engineer, you will be responsible for owning customer issues from start to finish, including triage, investigation, management, and resolution. You will also escalate issues to the engineering team as needed and maintain timely communication with customers.

Your Key Responsibilities

  • Take ownership of customer issues by triaging, investigating, managing, and resolving complex issues and requests.
  • Elevate concerns to the Engineering team when necessary.
  • Maintain effective communication with customers, adhering to SLAs.
  • Keep customers informed about issue progress and resolutions, catering to both technical and non-technical users.
  • Apply problem-solving techniques to derive suitable solutions for customers.
  • Document comprehensive investigations of new issues.
  • Prioritize customer cases within your assigned queue.
  • Drive consistency in communicating complex issues while maintaining a customer-centric mindset.
  • Raise issues, bugs, and feature requests to the engineering and product teams.
  • Foster strong relationships with customers and internal stakeholders to drive issues towards resolution.
  • Craft requirements for supporting products alongside wider Go-to-market (GTM) teams.
  • Create and manage Knowledge Base content regularly.
  • Proactively seek learning opportunities and challenges.
  • Collaborate, share knowledge, and learn across diverse cross-functional groups.
  • Participate in on-call rotations for after-hours, holiday, and weekend support coverage.

About You

To succeed in this role, you'll need excellent technical expertise, strong problem-solving skills, and effective communication abilities. A customer-focused mindset and experience working in a similar capacity are highly valued. If you're passionate about delivering top-notch support and eager to grow professionally, we encourage you to apply.

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