Technical Support Specialist

2 weeks ago

Sydney, New South Wales, Australia Earnix Full time

We are seeking a skilled and experienced L2 Support Engineer to join our Customer Support team at Earnix. As a key member of our team, you will be responsible for acting as the technical focal point for customers, investigating and analyzing complex customer scenarios, and providing innovative solutions to meet their needs.

Key Responsibilities:

• Investigate and resolve complex customer issues within defined SLAs

• Collaborate with L3, DevOps, R&D, and Product teams to develop permanent solutions and fixes

• Proactively identify critical points of failure and escalate urgent issues

• Develop and maintain knowledge management resources, training content, and playbooks for all Support Tiers

• Work closely with Professional Services experts and Customer Success Managers to prioritize issues, communicate status, and oversee end-to-end resolution

Requirements:

• 2+ years of experience as a Tier 2 engineer in SaaS organizations in a B2B customer service/support setting

• 1-2 years of experience with AWS, Google Cloud, or Azure

• Outstanding interpersonal skills with a service-oriented approach

• Excellent problem-solving skills with a desire to learn and take on responsibility

• Detailed-oriented, motivated self-learner, and team player

• Experience with Linux, Windows, container engines, Bash, and Python

What You'll Love:

• Opportunity to work in a successful, fast-moving, mission-driven company

• Autonomy and growth opportunities

• Collaborative work environment with creative and enthusiastic team members

• Competitive benefits with an all-for-one mentality

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