Technical Support Specialist

2 weeks ago

North Sydney Council, Australia beBeeSoftware Full time $124,999 - $169,999
Software Engineer Position Overview

We are seeking highly qualified candidates to join our team as a support engineer. Our team provides named and dedicated support experts who understand customers' business needs and help them optimize complex software environments.

Innovation, creativity, and collaboration are key components of our corporate culture. We are hiring talented engineers to shape the future of information management.

Key Responsibilities
  • Act as the customer's single point of contact for support incidents opened for a specific product centre.
  • Develop an in-depth understanding of the customer's environment and implementation.
  • Build strong working relationships with customers.
  • Leverage technical expertise and knowledge of the customer's environment to resolve incidents efficiently.
  • Provide timely updates on open incidents and apply best practices to minimize operational risks.
  • Conduct periodic supportability assessments.
  • Offer technical support mentoring to increase customers' knowledge.
  • Share prescriptive product roadmaps to assist customers in upgrade and migration planning.
  • Provide guidance on leveraging the full features and functionality of the customers' OpenText solution.
  • Collaborate with customers to develop plans to proactively improve and maintain their software investment.
Requirements
  • Bachelor's degree preferred or associate degree holder (technical field) with 10+ years working experience in a customer support environment.
  • Proven track record in in-depth technical troubleshooting.
  • Strong knowledge and experience in one or more of the following products:
    • NetIQ Access Manager (NAM)
    • NetIQ Identity Manager (IDM)
    • eDirectory
    • Red Hat (or other Linux system)
    • At least one RDBMS system
  • Excellent teambuilding and leadership skills, with the ability to negotiate and resolve conflict.
  • Superb communication, coordination and collaboration skills, and ability to navigate complex organizations.

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