Job Summary:

Assist customers with expertise in Application Support, focusing on integration within our platform. Manage and resolve issues, provide technical guidance, handle complex integration challenges, and offer feedback for product enhancements. Continuous learning of the product suite is crucial.

Duties:

• Serve as a Customer Advocate.
• Contribute to best practices for support services.
• Utilize JavaScript, MySQL, and Linux for troubleshooting.
• Assess, troubleshoot, resolve, and provide root cause analysis for integration issues.
• Manage customer expectations and satisfaction.
• Maintain technical expertise in product functionality.
• Suggest and implement process improvements.
• Communicate through case, phone, and digital methods.
• Create knowledge base materials.
• Maintain case hygiene and customer records.
• Handle incoming customer calls.

Skills and Experience:

• 2 years in application technical support.
• Proficient in JavaScript development.
• Experience with MySQL for data management and integration.
• Strong knowledge of Linux for system support.
• Experience with LDAP/Active Directory, SSO, Email Infrastructure, Web Services, data extraction, network infrastructure.

Expected Capability:

• Ability to troubleshoot complex technical issues.
• Create and discuss use cases for reported issues.
• Excellent communication skills.
• Commitment to quality and customer service.
• Ability to multi-task and manage case backlog.
• Team player in a collaborative environment.
• Investigate and resolve complex issues promptly.
• Drive bridge/conference calls for issue resolution.
• Work according to agreed KPIs.

Desired Skills:

• Admin or Development experience with the platform.
• Knowledge of OAuth and OIDC.
• Experience in SaaS/PaaS support.
• Understanding of the ITIL framework.
• Experience diagnosing performance issues.
• Use of tools like Splunk/Wireshark.
• Java and PowerShell development skills.
• Advanced knowledge of web applications stack.
• Experience with relational databases.
• Experience using Linux/Unix or Microsoft Server.

Eligibility:

• Only Australian Permanent Residents or citizens.

Apply now and leverage your technical expertise in Application Support to make a significant impact on our integration capabilities!