Manager, Technical Support leading technical support operations at an AED technology company. Focused on troubleshooting and improving customer experience across hardware and software platform.
About the role
- Technical Lead at Eptura enhancing customer support processes and driving technical solutions across teams. Overseeing application support efforts and collaborating with cross-functional teams in a hybrid work environment.
Responsibilities
- Act as a Subject Matter Expert (SME): Resolve complex configuration, data flow, and performance issues across on-prem and cloud environments,
- Gain and Maintain Deep Technical Knowledge: Develop expertise in system architecture, integrations, and configurations — including LAN-connected devices and Windows-based utility servers.
- Network & Infrastructure Troubleshooting: Analyze packet captures, firewall rules, and port mappings to fix connectivity and deployment gaps.
- Resolve Software and Hardware Configuration Issues: Troubleshoot issues across Windows, Android/iOS platforms, APIs, and backend services.
- Lead Application Support Efforts: Support .NET applications, analyze system logs, and perform root cause analysis using tools like Azure App Insights and SQL queries.
- Collaborate Cross-Functionally: Work closely with Product, Engineering, Cloud Operations, and Customer Success teams to drive resolution and continuous improvement.
- Ensure Documentation & Knowledge Sharing: Create and maintain knowledge base articles, runbooks, and technical training resources.
- Mentor and Guide Support Engineers: Review escalations, coach team members, and coordinate global 24X7 support coverage when required.
Requirements
- 6+ years of experience supporting SaaS applications and services.
- Proficient in application support for .NET-based platforms.
- Skilled with Azure App Insights, SQL queries, and structured log analysis.
- Deep knowledge of Azure, SQL Server, REST/Web APIs, SAML, and SSO.
- Hands-on experience with Windows Server, background services, and network tools like Wireshark.
- Familiar with ITIL best practices and enterprise tools like JIRA, Salesforce Service Cloud, or ServiceNow.
- Comfortable with rotational shifts and participation in weekend/on-call schedules when required.
- Passionate about delivering outstanding customer experiences.
- Must be an Australian citizen due to government support requirements.
Benefits
- Employee Assistance Program
- 20 days annual leave
- Flexible working
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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