Advanced Positioning Solutions Specialist

3 days ago

Sydney, New South Wales, Australia beBeeCustomerSupport Full time $90,000 - $120,000
Technical Support Specialist

Our customer-facing team is dedicated to delivering top-notch technical assistance, expert problem analysis, and in-depth application support to our clients. This role will be responsible for resolving complex software and hardware issues, as well as creating a variety of technical knowledge articles and reports.

  • Conduct thorough research and analysis to resolve customer technical queries, while collaborating closely with our engineering team to identify and resolve software and hardware bugs.
  • Provide exceptional support to the sales team by engaging with our most important customers in person, and preparing them for successful customer interactions.
  • Travel to customer sites to provide on-site support and installation services for our Advanced Navigation solutions within their applications.
  • Work closely with the Sales Team to develop, qualify, and execute technical solutions that meet and exceed customer expectations.
  • Manage and maintain regional loan pools in collaboration with Sales Operations.
  • Support customer loans from both a technical and administrative perspective.
  • Analyse and problem solve high-level complex issues, providing in-depth technical assistance to account executives, engineers, and product managers.
  • Facilitate the RMA process from Head Office, also supporting remote application engineers.
  • Develop and maintain internal and external support documentation, including policies, standard operating procedures, guidelines, knowledge articles, and customer-facing tools (GUIs and SDKs).
  • Build long-term relationships with customers through exceptional customer experience.
  • Assist with training Support Application Engineers and Sales personnel globally.
  • Support the creation of customer-facing materials by other customer engagement teams, including Marketing and Product, through technical review and data collection where necessary.

Required Skills & Qualifications

  • 3+ years of experience as a Solution/Application/Support Engineer or equivalent customer-facing role
  • Experience supporting subsea or maritime environments is beneficial
  • Ability to effectively communicate complex technical ideas in English, ideally in real-time at a whiteboard
  • Dedication to delivering exceptional customer experiences while being a creative problem-solver for technical, product, and business questions
  • Experience working in support environments using integrated CRM systems, as well as tools like Matlab/Python for data analysis, is beneficial
  • Thrives in fast-paced environments to help customers accelerate their journey under demanding conditions
  • Strong presentation crafting and delivery skills
  • Collaborative and team-oriented mindset for achieving goals
  • Excellent written and verbal communication skills, including English proficiency
  • Effective time management and ability to work quickly
  • Strong attention to detail
  • Experience configuring and installing systems in marine applications is beneficial
  • Coding experience is beneficial but not essential
  • Must have studied at a higher education institution focused on engineering

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