Technical Support Engineer

4 days ago

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

Sydney CBD | Hybrid | 12-month contract | $53/hour + Super
We're looking for a
Technical Support Engineer
to join a global tech leader on a 12-month contract. This role requires someone who is
fluent in reading and writing Korean
. It's a great fit for someone who thrives on solving complex technical problems.

In this role you'll support users and administrators, troubleshoot platform issues, and be the voice of the customer when it comes to feedback and improvements. You'll play a key part in ensuring customers get the most out of the platform while building your own expertise across a wide and ever-growing product suite.

What you'll be doing

  • Act as a customer advocate, providing technical support and guidance
  • Troubleshoot, assess, and resolve complex ServiceNow platform issues
  • Provide root cause analysis and clear solutions to technical problems
  • Manage customer expectations and deliver high-quality support
  • Maintain expertise in assigned product areas and share that knowledge
  • Create and maintain knowledge base content to empower users
  • Maintain strong case management practices and handle multiple priorities
  • Handle customer cases across multiple channels, including phone support
  • Collaborate with internal teams to share feedback and drive improvements

What We're Looking For

  • 2+ years' experience in application technical support or a software development environment
  • Strong problem-solving and analytical skills
  • Proficiency in log file analysis and debugging
  • Familiarity with incident management, knowledge base, defect, and escalation processes
  • Previous experience with ServiceNow modules such as Incident, Problem, Change, Knowledge, Project Management, or SLA
  • Experience troubleshooting SaaS/web applications
  • Ability to debug JavaScript or another programming language
  • Excellent written and verbal communication skills

Bonus points for

  • ServiceNow Admin or Development experience
  • Previous ITSM implementation experience
  • SaaS / PaaS support background
  • Understanding of the ITIL framework

Language requirement

  • Must be fluent in Korean (reading, writing, speaking, and understanding)

This is a great opportunity to work with a global leader, expand your technical expertise, and make a real impact supporting customers using one of the world's most widely adopted enterprise platforms. If this sounds like you please click apply now.

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