L2 Technical Support Specialist

2 weeks ago

Sydney, New South Wales, Australia Aptitude Software Full time

About Aptitude Software

We are 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 are seeking a highly skilled L2 Support Consultant to join our team. As a key member of our support team, you will provide advanced level functional and technical support to our customers, engaging with clients through skillful analysis, effective communication, and coordination with product management and development teams.

Key Responsibilities

  • Provide timely and effective support to customers regarding our product portfolio.
  • Engage with clients through skillful analysis, effective communication, and coordination with product management and development teams.
  • Maintain a high level of client satisfaction.
  • Obtain detailed and accurate information relating to the business impact of client issues.
  • Replicate, investigate, and diagnose issues.
  • Analyze log files using standard debugging concepts.
  • Work closely with internal teams on escalated functional and technical issues.
  • Document issues for further diagnostic of root cause isolation.
  • Gather and present client insights to teams across Aptitude.

Requirements

  • Education to at least Bachelor's degree.
  • Previous experience in a similar role.
  • Analytical mindset, problem-solving, process-driven, and quick learner.
  • Self-motivated with ability to work independently.
  • Excellent interpersonal and communication skills.

Advantageous Skills

  • Previous experience supporting enterprise finance software products.
  • Understanding of accounting principles.
  • Experience in Banking, Telco, High-Tech, or Insurance sectors.
  • Business analysis and testing experience.

Technical Skills

  • Good understanding of relational databases.
  • Good knowledge of SQL language.
  • Good knowledge of Unix/Linux operating systems and tools.
  • Knowledge of 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

  • Cover 8 hour shifts during extended day hours (06:00 – 24:00).
  • Be on call-out (standby) at night may be required.
  • Occasionally cover on public holidays and weekends may be required.

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