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. You’ll 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