support engineertechnical supporttroubleshootingdebuggingSQLweb technologiescustomer servicesoftware development life cycleincident managementproblem management
Key details
Salary
Not specified
Employment type
Full-time
Seniority
Mid-level
Years experience
3-5
Location
Sydney, Australia
Full job description
Support Engineer responsible for resolving technical support requests for customer-impacting issues. Daily frontline internal support including issue analysis, research, testing, and resolution. Collaborate with Product and Software Engineering teams to eliminate defects and improve customer experience. Provide technical support for incoming tickets, perform troubleshooting, root cause analysis, and manage technical on-call for high-priority issues. Monitor support metrics, analyze customer cases for trends, review and coach support tickets, and improve support processes and tools. Assist with team coordination and customer communications during product launches. Requires experience troubleshooting technical issues, familiarity with programming/scripting languages, basic web technologies and SQL knowledge, strong communication and customer service skills, and at least 2 years in software testing, support, IT, or development roles supporting customer-facing software products.
What you'll do
Provide technical support for incoming tickets from customers
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