Technical Support Engineer

17 hours ago

Sydney, New South Wales, Australia monday Full time $90,000 - $120,000 per year

Description
We are looking for a Technical Support Engineer to join our team in our Sydney office
There are a few things we take really seriously here at building an amazing product and providing the best possible service to our customers.

As a
Technical Support Engineer
, you will use critical thinking and problem solving skills to manage complex end user support cases. Team members in this role will have expert level knowledge of and the intricacies of complex workflows, integrations, automations, issue resolution, APIs, reporting tools, and more. You will work closely with our enterprise customers and partner with internal teams to resolve the most complex issues.

Please note that this is a hybrid position of 3 days/week in our Sydney office.
About The Role

  • You will work closely with our enterprise customers and software engineers to resolve the most complex issues. You will also help build out systems and processes to manage tasks from report to completion.
  • You will problem solve with our technical teams and work to resolve as much as you can while scaling our systems.
  • Perform in-depth troubleshooting and handle the most complex client inquiries via our main support channels.
  • Manage and solve assigned cases by providing the best support solution given the client needs.
  • Investigate the root cause of issues by isolating the problem, searching application logs, and utilizing developer tools (Chrome Dev Tools, monitoring systems, database commands).
  • Reference technical documentation and aid in building technical internal knowledge base content where gaps may be present.
  • Work closely with business and engineering teams to ensure transparent communication and efficient issue resolution.
  • Develop regular reports to understand the health and quality of our platform.

Requirements

  • 3-5+ years of experience in technical support, technical account management or similar role; B2B and SaaS product is preferable.
  • Experience with inspecting and diagnosing web-applications and/or mobile applications. Roles are customer facing, navigating the complexity of internal stakeholders while ensuring customers receive unparalleled service experiences.
  • Strong understanding of and experience with REST APIs and/or GraphQL API.
  • Knowledge of Single Sign-on including OAuth, SAML, and SCIM.
  • Ability to reproduce customer issues, perform initial triage and file bugs with Engineering.
  • Commitment and strong drive to provide delightful customer experiences and the tenacity to drive issues to resolution.
  • Self-starter and high level of independence.
  • Excellent interpersonal skills and multitasking abilities.
  • Superb written and verbal communication skills.
  • Fluent in written and spoken Japanese; exceptional verbal and written communication skills - big advantage.
  • Positive attitude, empathy, and high energy.
  • Ability to take initiative and adapt.

Please note that this is a hybrid position of 3 days/week in our Sydney office

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