Level 2 Support Engineer

Job Title: Level 2 Support Engineer
Contract Type: Permanent
Location: Adelaide, South Australia
Salary: Negotiable
Start Date: ASAP
Reference: 243165_1644196459
Contact Name: Jessica Gadsby
Contact Email:
Job Published: February 08, 2022 16:01

Job Description

Our client is a highly regarded software company which has created a product to improve the work lives of thousands of people across Australia, New Zealand, and the USA.

This is a great opportunity to join a great team in an organisation which has seen tremendous growth and is making the shift to becoming an enterprise level company.

In this role you will be responsible for:

  • As part of the global support team, you will be expected to provide the highest standards of customer service to our clients by being the first point of contact for our level 1 support team.
  • Investigate all support incidents requiring technical investigations and provide a fix or workaround as needed within client specific SLA requirements. In addition, continually contribute to knowledge base content based on experience from resolving support incidents.
  • You will collaborate with level 3 support, product support, infrastructure support and analytics teams if an incident needs deeper technical / code level investigation.
  • Review recurring incidents to identify and log problem tickets for deeper investigation. Look to share feedback about frequent support issues with product team and learning and enablement team to ensure ongoing improvements.

To be successful in this role you must have:

  • 3+ years of experience in providing technical support for enterprise software/applications with stringent SLAs. Please note we are not seeking candidates with only infrastructure or PC support experience - you must have software/application support experience.
  • Ideally you thrive on a challenge and love to solve complex problems.
  • You have proven exceptional customer service experience with ability to communicate to technical and non-technical people both in person and written communication.
  • You would have experience working in Linux based environment and are comfortable with troubleshooting backend and integration issues.
  • Ideally you have experience in using a service management tools such as Zendesk, Remedy, ServiceNow, etc.

For a confidential discussion please call Jessica Gadsby on 08 8112 7417, or please send through your updated resume (Word doc) for consideration. Please quote job reference 243165.

To apply please click the 'Apply Now' button.