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We are now looking for an experienced Customer Support Engineer to join our Melbourne team to assist our APAC Higher Education customers and other international clients navigate and maximise usage of our Saas platform.
Youβll be a key cross-functional player within the Parchment Support team; a collaborative mentality and positive attitude are essential.
This customer-facing role requires technical expertise to support various business areas, including new and existing clients. It is a remote position based in the AEST time zone (Australia)
About the Role:
Use knowledge-based support platforms to troubleshoot and resolve a wide range of client issues, typically via email and in accordance with agreed SLAs
Multitask and prioritise a daily flow of tasks together with longer-term projects, liaise with internal development team, escalate issues as appropriate
Implement resolution plans for technical problems
Troubleshoot client integration issues
Assist with testing of new features and validation of software fixes
Modify Freemarker document templates
In addition to addressing a full range of customer queries, handle technical requests raised by internal departments
Where necessary, initiate suggestions for product improvement based on client feedback; help automate repetitive-issue resolution
Identify and evaluate support process improvement opportunities in conjunction with our other world-wide support resources
Monitor system logs
Write high-quality documentation and produce workflows on functionality and issue resolution, both for internal use and to aid customer understanding
Active learning is a key component of this role
Both our customers and our team are world-wide and we also have staff based in Toronto, Canada and Dublin, Ireland so some out-of-hours meetings may be required.
About You:
Minimum 2 years experience as a support engineer or similar role
Proven experience in troubleshooting and problem solving
Honed analytical skills
Fluent and professional oral and written English
Excellent customer-facing skills
BSc in Computer Science or related field
Background with relational databases, SQL scripting
Familiarity with Linux based environments
Analysing application and server logs
Knowledge and use of: bash scripting, XML, HTML 5, Java, JavaScript, JSON, ssh
Familiarity using iOS
Atlassian Suite (Confluence / JIRA / Bitbucket)
Salesforce or similar tech support management system
We pride ourselves on a great company culture and positive working environment where you will get an opportunity to become part of a highly knowledgeable, collaborative, and experienced team. You will learn valuable new skills and help transform the way legitimate academic qualifications are issued and verified around the world.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory βΊ
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
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FAQ
What position is Instructure hiring for?
Instructure is hiring a remote Customer Support Engineer from π¦πΊ Australia
What type of employment does Instructure offer?
This is a
Full Time role.
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