Technical Customer Support Engineer
Technical Customer Support Engineer
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Job Description
About Protecht
We are a fast growth Governance Risk & Compliance (GRC) SaaS provide worldclass enterprise risk management compliance training and advisory services toover 350 customers across various industry sectors through our offices across APAC USA & Europe.
Our cloudbased SaaS platform is what makes us really stand out. Its one of the most comprehensive flexible and dynamic risk management solutions available today.
About the opportunity
We are seeking aTechnical Customer Support Engineerto join our Sydney Team on a fulltime basis and provide software application support. This role requires a customerfocused mindset excellent problemsolving skills and a sound understanding of web technologies and databases. As a Support Engineer at Protecht you will be working within a dynamic and responsible for providing exceptional technical support for our SaaS application to our valued customers.
This role requires you to be part of a weekly oncall customer support roster.
Key Responsibilities
- Provide prompt and professional technical support to customers via phone email and chat for escalated software application issues.
- Act as a liaison between customers and internal development teams to report product issues enhancements or bugs.
- Troubleshoot diagnose and resolve complex technical problems related to our SaaS application .
- Offer indepth assistance with SQL queries JavaScript issues and AWSbased environments.
- Communicate technical concepts in a clear concise manner to customers with varying levels of technical expertise.
- Stay updated with the latest product features new releases and updates to provide accurate guidance to customers.
- Be part of a weekly oncall customer support roster.
- Document troubleshooting steps solutions and best practices in internal knowledge bases and customerfacing FAQs.
- Monitor recurring customer issues and report trends to the product and engineering teams to improve product quality and performance.
- Manage customer expectations regarding resolution times
- Use sound general tech knowledge i.e. web technologies databases SQL and Unix/Linux to dig into the problem
If you are interested in joining us along with your previous experience in a busy Customer Support team then we want to hear from you.
You will be a great fit if you have:
- Tertiary qualification in IT or related discipline.
- 2 years of experience in a technical support role preferably within a SaaS company.
- Strong working knowledge of SQL including complex queries database design and troubleshooting.
- Strong troubleshooting and analytical skills to resolve complex technical issues.
- Experience supporting an External Customer base in a professional service focus organisation.
- Experience in diagnosing and solving performance security and configuration issues within web applications and databases.
- Excellent written and verbal communication skills with the ability to explain technical issues to nontechnical customers.
- Experience in working on AWS environments using Bitbucket and Jenkins pipelines.
- Working knowledge of PagerDuty Splunk and Dynatrace
Sound like you
If you think this may be your next opportunity and you want to be part of a Great Place to Work Certified organizationApply online today!
To be eligible for this role you must have current Australian work rights (Australian citizen / permanent resident).
Visit our website tofind out a little more about working with us.
Required Experience:
Manager
Employment Type
Full-Time
