Support Engineer

3 days ago

Canberra, ACT, Australia beBeeTechnical Full time $80,000 - $120,000

Job Title: Technical Application Specialist

Overview:

We seek skilled engineers who possess expertise in debugging complex issues and a drive to grow technically, solve challenging problems, and exceed customer expectations.

In this role, you will provide technical support, troubleshooting, and maintenance for enterprise applications to ensure seamless operation and optimal performance.

You will collaborate closely with end-users, IT teams, and developers to resolve system issues, recommend enhancements, and support application upgrades.

The ideal candidate will have strong problem-solving skills, experience with application troubleshooting, and a customer-focused mindset.

If you thrive in a fast-paced environment and enjoy solving technical challenges, we encourage you to apply.

Key Responsibilities:
  • Provide first and second-level support and documentation as necessary to aid in troubleshooting, resolving, or reproducing end-user issues or escalate as necessary.
  • Perform post-resolution follow-ups to issues/requests.
  • Own and drive Root Cause Analysis (RCA) on complex system issues.
  • Experience with incident management protocols.
  • Accurately identify, evaluate, and prioritize end-users' issues, requests, and/or questions.
  • Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion.
  • Respond to Helpdesk Tickets.
  • Consult with the software development team, internal users, and clients to improve application performance.
  • Assist the DevOps team with investigating and resolving application-specific alerts.
  • Report on support ticket resolution progress and results.
  • Participate in the on-call rotation (no more than 1 weekend per month).
Qualifications and Skills:
  • A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar field.
  • 2-4 years of experience with systems implementation and support.
  • Strong aptitude for multi-tasking and working in a dynamic environment.
  • 1-2 years of experience with database systems like MSSQL, MySQL, MongoDB.
  • Exceptional ability to provide front-end support to clients.
  • Advanced proficiency in determining the causes of application errors and repairing them.
  • Ability to keep up with innovation in application design.
  • Exceptional communication skills.

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