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Senior Technical Support Specialist

1 month ago

Sydney, New South Wales, Australia Aptitude Software Full time
About Aptitude Software

We're a leading provider of financial control and insights solutions, serving over 75 CFOs across four continents. Our team of experts is passionate about delivering software solutions that empower our clients to achieve their ambitions.

Job Summary

We're seeking a highly skilled Senior Technical Support Specialist to join our Second Line Support team. As a key member of our team, you'll provide advanced-level support to our customers, resolving complex technical issues and ensuring high levels of client satisfaction.

Key Responsibilities
  • Provide expert technical support to customers, utilizing advanced troubleshooting techniques and effective communication skills.
  • Collaborate with internal teams to resolve escalated functional and technical issues, and contribute to product roadmap changes.
  • Document issues and gather client insights to inform product development and improvement.
  • Liaise with Support management in North America, the UK, and Poland to ensure seamless support delivery.
Requirements
  • Minimum Bachelor's degree in a relevant field.
  • Previous experience in a similar role, with a strong analytical mindset and problem-solving skills.
  • Excellent interpersonal and communication skills, with the ability to work independently and as part of a team.
  • Advantageous skills include experience supporting enterprise finance software products, understanding of accounting principles, and experience in Banking, Telco, High-Tech, or Insurance sectors.
Technical Requirements
  • Good understanding of relational databases and SQL language.
  • Knowledge of Unix/Linux operating systems and tools, as well as software debugging and profiling tools.
  • Ability to read and understand source code in programming languages like Java/C/C++/C#.
  • Ability to create simple ad-hoc programs or scripts.
Availability and Work Pattern
  • Must be available to cover 8-hour shifts during extended day hours (06:00 – 24:00).
  • May be required to be on call-out (standby) at night, and occasionally cover on public holidays and weekends.