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Technical Support Specialist

2 months ago

Sydney, New South Wales, Australia Earnix Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our Customer Support team at Earnix. As a Technical Support Specialist, you will be the primary point of contact for customers, providing technical assistance and support to resolve complex issues.

Key Responsibilities

  • Investigate and analyze complex customer scenarios to provide innovative solutions.
  • Act as the technical focal point for customers, providing timely and effective support to resolve issues.
  • Collaborate with cross-functional teams, including Professional Services experts and Customer Success Managers, to prioritize issues and communicate status.
  • Participate in the team's on-call rotation to ensure seamless support coverage.
  • Develop and maintain knowledge management resources, including training content and playbooks, to support all Support Tiers.

Requirements

  • 2+ years of experience as a Tier 2 engineer in SaaS organizations in a B2B customer service/support setting.
  • 1-2 years of experience with AWS, Google Cloud, or Azure, with relevant certification.
  • Outstanding interpersonal skills with a service-oriented approach.
  • Excellent problem-solving skills with a desire to learn and take on responsibility.
  • Detailed-oriented, motivated self-learner, and amazing team player.
  • Exposure to and experience with Linux, Windows, container engines, Bash, and Python.
  • Experience with JBoss, PostgreSQL, Containers, and Java is an advantage.
  • Advanced understanding of networking is an advantage.

What You'll Love

  • This is an incredibly impactful role in the organization.
  • You will have the opportunity to work in a successful, fast-moving, mission-driven company.
  • You will have autonomy and growth opportunities.
  • You will collaborate with other creative and enthusiastic team members.
  • Earnix has competitive benefits with an all-for-one mentality.