Senior Technical Support Expert

4 weeks ago

Sydney, New South Wales, Australia Snow Full time
Job Title: Senior Application Support Specialist

Job Summary

The Senior Application Support Specialist is a key member of our technical support team, responsible for providing exceptional technical support to our customers and partners. This role requires a deep understanding of complex technical issues and the ability to troubleshoot and resolve them efficiently.

Key Responsibilities

  • Diagnose and troubleshoot complex technical issues in customer environments and within Snow's applications.
  • Apply workarounds and help customers with configuration to mitigate or resolve issues.
  • Provide technical support and maintenance on all Snow products.
  • Perform advanced troubleshooting within customer environments, focused on recreating customer-reported issues and escalating to Product Engineering.
  • Collaborate with the support teams to upskill their knowledge on Snow products, known issues, troubleshooting skills, and documentation.
  • Continually prioritize workload, ensuring proactive review of cases to reduce mean case ageing of 1st and 2nd line.
  • Create content within the support knowledge base, ensuring timely and effective sharing of knowledge for new issues.
  • Contribute to the development of the customer support organization by participating in and leading regular internal meetings and training sessions.

Requirements

  • Minimum 3 years' experience in a technical application support role.
  • Strong communication and interpersonal skills.
  • Customer-focused can-do attitude.
  • Excellent time management, decision-making, prioritization, organization, and collaboration skills.
  • Be a team player, promote a spirit of cooperation and teamwork.
  • Intermediate to Advanced (Unix and SQL, including experience in SQL DB troubleshooting, SQL Profiler, Stored Procedures (Read & Modify), SQL query analysis, SQL query error troubleshooting).
  • Strong Networking/connectivity skills to diagnose complex connectivity issues.
  • Advanced technical diagnostic, troubleshooting, and problem-solving skills in client and server technologies.
  • Self-starter, capable of self-paced learning on the job.
  • Welcome challenging environments to apply specialist skills, maintaining customer confidence.
  • Be able to create, maintain, and improve technical knowledgebase articles (KCS).
  • Knowledge of O365 (configuration and administration knowledge desired).
  • Advanced knowledge in one or more of the following operating systems: Microsoft Windows, Linux, Unix, and OS X.
  • Experience with PowerShell, IIS, and command prompt.
  • Technical knowledge of any cloud-based technology would be a plus - AWS & Azure.
  • You must be an Australian citizen or permanent resident or a New Zealand citizen, or hold a valid visa with permission to work without any hours or time limitation.

About Snow

Snow's mission is to provide complete insight and manageability across all technology. We ensure the trillions spent on all forms of technology drives maximum value. Today, more than 3,000 organizations around the world rely on Snow's platform to provide visibility, optimize usage and spend, minimize risk, and enhance services. Every team member, from leadership to the front lines, is committed to helping our customers thrive in an era of digital transformation.

All your information will be kept confidential according to EEO guidelines.

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