Expert Technical Problem Solver

5 days ago

Sydney, New South Wales, Australia beBeeTechnical Full time $75,000 - $85,000
Job Description:

The Senior Technical Support Engineer is a key member of the technical support team, responsible for interpreting complex issues and providing solutions to enable customers to extract maximum value from their platforms.

This role requires strong technical skills, excellent communication abilities, and a customer-centric approach. The successful candidate will ensure smooth platform operation, resolving complex issues and contributing to product improvement.

Key responsibilities include:

  • Providing dedicated customer support via email, portals, and platforms.
  • Logging, prioritizing, tracking, and resolving customer issues while meeting service level agreements.
  • Troubleshooting system errors and complex technical problems using tools like DataDog and Snowflake.
  • Serving as the primary technical interface for key customers and the global escalation point for Tier 3 issues.
  • Handling critical incidents, managing escalations, and coordinating with external stakeholders.
  • Collaborating with cross-functional teams and developers to resolve challenges and build support tools.
  • Maintaining and updating knowledge bases, documentation, and technical resources.
  • Mentoring junior staff, conducting technical training, and staying current with product updates.
Required Skills and Qualifications:
  • Proven experience in technical support or a related role, ideally within the software or SaaS industry.
  • Strong capabilities in developing tailored statements of work and solution documentation.
  • Demonstrated ability to manage and execute multiple customer engagements ranging in complexity.
  • Excellent verbal and written communication skills, with experience leading customer workshops.
  • Strong expectation and relationship management skills, with a track record of acting as the primary point of contact for existing clients' technical issues.
  • Proven ability to coordinate effectively with cross-functional internal teams, ensuring alignment and seamless issue resolution for the customer.

Desirable Skills:

  • Exposure to high growth, startup or scaleup culture.
  • High-level knowledge or experience working in logistics or a comparable industry.
  • Natural investigation and triaging skills.
About Us:

We're a company that values innovation and customer satisfaction. We're looking for talented individuals to join our team and contribute to our mission.

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