About the role

Application Support Engineer at RecordPoint providing technical support for SaaS data management product. Maintaining customer satisfaction through advanced troubleshooting and collaboration with internal teams.

Responsibilities

Maintain a deeper understanding of the products, services, and systems they support.
Handle more complex technical issues and perform advanced troubleshooting to diagnose and resolve problems.
Take ownership of escalated issues, ensuring a swift and effective resolution.
Become the subject matter experts in specific areas of the product.
Collect feedback from customers regarding product improvements and collaborate with product and engineering to enhance the product offering based on customer input.
Conduct root cause analysis to identify the underlying problems and communicate with engineering to help prevent similar issues from occurring in the future.
Contribute to or update technical documentation, knowledge base articles, and FAQs to ensure that Level 1 support and end-users have access to accurate and up-to-date information.
Review and improve internal process to optimise support efficiency and stay up to date with industry best practice.
Provide training and guidance to Level 1 support agents to help them handle more complex issues in the future.
Provide onboarding services for customers
Overall, Support plays a crucial role in resolving challenging product, business and technical issues and providing a higher level of expertise to customers or end-users.

Bachelor's degree in Computer Science, Information Technology, or related field is desirable
Certification in relevant technologies or platforms is a plus.
Proven experience in a technical support role, preferably in a SaaS environment.
Excellent problem-solving and analytical skills.
Exceptional communication and interpersonal skills.
Customer-focused with a passion for delivering exceptional customer service.
Ability to work independently and as part of a collaborative team.
Ability to work independently and collaboratively in a fast-paced environment.
Familiarity with customer support tools and ticketing systems.
Adaptability and a willingness to learn and adapt to new technologies.
Strong understanding of software architecture and the ability to read and understand code.
Knowledge of database systems, networking concepts, and security principles.
Familiarity with cloud-based technologies, APIs, and web services.
Experience writing and running automation scripts such PowerShell and/ or Python
Experience in containerized solutions (e.g. Docker, Kubernetes, OpenShift)
Experience in powerautomate
Experience with Microsoft Azure, Office365, Enterprise file sync and share applications (Google Drive, Box, Dropbox etc.)
Knowledge of best practices and IT operations in an always-up, always-available service

Flexible work life balance
Opportunities to grow and develop
Fast-growth Australian-owned company
A workplace where innovation is our way of life
Personal Development budget for all staff
Access to Employee Stock Ownership Plan
A brilliant graduate program that provides both mentoring and growth opportunities for all
Work on a product that makes a real social-good impact on the world
Global opportunities!