Technical Support Specialist

This role is a key part of our organization's efforts to deliver exceptional customer experiences.

• We are seeking a highly skilled Technical Support Specialist to join our team. In this position, you will be responsible for providing advanced technical support for our core product, SKUlibrary.
• You will work closely with clients to diagnose and resolve complex issues related to SKUlibrary core functionalities, PXM to SKUlibrary syndication issues, SKUlibrary to SupplierXM syndication issues, and advanced external syndication issues.
• You will also conduct in-depth investigations and analyses of reported issues, utilizing logs, system diagnostics, and other available tools.

1. Technical Support: Provide advanced L2 technical support for SKUlibrary, diagnosing and resolving complex issues related to:
   • SKUlibrary core functionalities
   • PXM to SKUlibrary syndication issues
   • SKUlibrary to SupplierXM syndication issues
   • Advanced external syndication issues
2. Investigation and Analysis: Conduct in-depth investigation and analysis of reported issues, utilizing logs, system diagnostics, and other available tools.
3. Tool Utilization: Effectively leverage tools such as our Back Office Management Tool and Hybris for troubleshooting and configuration.
4. Data Manipulation: Utilize advanced Excel functionalities for data manipulation, analysis, and reporting in support of troubleshooting and process improvement.
5. Collaboration: Collaborate with engineering and product teams to escalate and resolve bugs or underlying system issues.
6. Documentation: Develop and maintain comprehensive documentation for common issues, troubleshooting steps, and resolution procedures.

• Assist and lead technical discussions and meetings with clients to understand their needs, provide timely updates, and drive quick resolutions.
• Act as a trusted technical advisor to clients, offering best practices and solutions to optimize their use of our platforms.
• Maintain a strong customer-first approach, ensuring clear communication, empathy, and a commitment to client satisfaction.

• Collaborate with the team on custom technical requirements, including the development and maintenance of Python scripts.
• Identify opportunities for automation of processes within the support workflow to enhance efficiency and reduce manual effort.
• Proactively suggest and implement process improvements to optimize our support operations and improve the overall customer experience.
• Assist in the development of tools and utilities to aid in troubleshooting and support.

• Minimum 2+ yrs 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.
• Demonstrated ability to lead client meetings, communicate complex technical information clearly, and manage client expectations effectively.
• Exceptional written and verbal communication skills.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Client-focused mindset with a passion for delivering exceptional customer service.

• An exciting and growing tech company with some of Australia's and the world's largest retailers, distributors, and brands as clients.
• An excellent culture where staff are valued and heard.
• A highly capable, skilled, and motivated team that has a focus on driving great outcomes for our customers, supporting each other, and working together.
• Celebration of achievements, support for personal development, and encouragement of idea sharing.
• An in-office role on the Northern Beaches (Manly Vale) with Tuesdays and Fridays WFH.
• Close to public transport and shops, with plenty of available parking.