Technical Support Engineer

2 days ago

Brisbane, Queensland, Australia Umbrella Club Full time $60,000 - $120,000 per year

Job Title: Technical Support Engineer

About the Company:

Our client is a global technology partner for corporate legal and compliance teams, providing innovative solutions that streamline processes and improve outcomes.

Position Overview:

We are seeking a Technical Support Engineer to provide dedicated support to select clients. You'll work closely with a global team of skilled engineers and developers to quickly resolve software issues and address customer requests. This role involves troubleshooting complex problems, collaborating across teams, and ensuring client satisfaction through timely and effective support.

Key Responsibilities:

  • Provide expert product support to customers, consultants, and partners on products.
  • Manage support tickets, prioritise issues, and keep customers updated on resolution progress when immediate fixes aren't possible.
  • Perform root cause analysis, review application and database logs, and offer workarounds or solutions to resolve customer issues.
  • Reproduce and diagnose customer problems, escalating issues when necessary to ensure resolution.
  • Act as an escalation point for complex issues that Tier I and II support teams cannot resolve.
  • Create and update documentation, including technical environments, processes, procedures, and project plans.
  • Regularly contribute to the knowledge base, expanding self-service options for customers and internal teams.
  • Collaborate in the planning and deployment of new product features, ensuring smooth rollouts and preparedness for support.
  • Monitor production systems for hosted clients, resolving high-impact issues quickly and efficiently.
  • Create JIRA tickets for product defects, working with development and engineering teams on resolutions.
  • Troubleshoot performance issues related to application servers, databases, API, and SSO integrations.
  • Assist with peripheral products, custom code, and reporting tool troubleshooting.
  • Maintain thorough documentation of client configurations and customisations.
  • Participate in an on-call rotation for critical support.

Qualifications:

  • Proven experience in technical support or a similar role, especially with enterprise-level software.
  • Strong problem-solving skills and ability to perform detailed root cause analysis.
  • Knowledge of application servers, databases, APIs, and SSO integrations.
  • Familiarity with tools like JIRA for bug tracking and issue management.
  • Excellent communication skills and customer service mindset.

Please reach out for a confidential discussion to Dylan on

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