Technical Support Specialist

1 month ago

Sydney, New South Wales, Australia Earnix Full time

We are seeking a skilled Technical Support Specialist to join our Customer Support team at Earnix. As a key member of our team, you will be responsible for providing technical support to our customers, investigating and analyzing complex customer scenarios, and delivering innovative solutions to meet their needs.

Key Responsibilities:

• Investigate and resolve complex customer issues under defined SLAs

• Collaborate with cross-functional teams, including L3, DevOps, R&D, and Product, to provide temporary workarounds and permanent solutions

• Proactively identify critical points of failure and escalate urgent issues

• Develop and maintain knowledge management systems, training content, and playbooks for all Support Tiers

• Work closely with Professional Services experts and Customer Success Managers to prioritize issues, communicate status, and oversee end-to-end resolution

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

• Excellent problem-solving skills, interpersonal skills, and a service-oriented approach

• Ability to work in a fast-paced and dynamic environment

What You'll Love:

• The opportunity to work in a successful, fast-moving, mission-driven company

• Autonomy and growth opportunities

• Collaboration with creative and enthusiastic team members

• Competitive benefits with an all-for-one mentality

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