Application Support Engineer at recordpoint

Melbourne, VIC, Australia·1w ago

Mid LevelFull-timePythonGoAzureKubernetesDockerAPIAI

About the Role

We are looking for an Application Support Engineer to join RecordPoint, a data and information lifecycle management SaaS company. This role involves providing advanced technical and business support for software products, working closely with customers and internal teams to resolve complex issues. The position requires working a late shift from midday to 8pm, Monday-Friday, to support global customers.

Key Responsibilities

→Maintain deep understanding of products, services, and systems
→Handle complex technical issues and perform advanced troubleshooting
→Take ownership of escalated issues for swift resolution
→Become subject matter expert in specific product areas
→Collect customer feedback and collaborate with product and engineering teams
→Conduct root cause analysis and communicate with engineering to prevent future issues
→Contribute to or update technical documentation and knowledge base articles
→Review and improve internal processes to optimize support efficiency
→Provide training and guidance to Level 1 support agents
→Provide onboarding services for customers

Requirements

✓Bachelor's degree in Computer Science, Information Technology, or related field desirable
✓Certification in relevant technologies or platforms is a plus
✓Proven experience in technical support role, preferably in SaaS environment
✓Excellent problem-solving and analytical skills
✓Exceptional communication and interpersonal skills
✓Customer-focused with passion for delivering exceptional service
✓Ability to work independently and collaboratively in fast-paced environment
✓Familiarity with customer support tools and ticketing systems
✓Adaptability and willingness to learn new technologies
✓Strong understanding of software architecture and ability to read 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 as 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
✓Knowledge of best practices and IT operations in always-up service