Software Support Engineer

• $110 000 – $140 000 plus super
• Sydney office with flexible and remote working options
• Great benefits and work life balance

• $110 000 – $140 000 plus super
• Sydney office with flexible and remote working options
• Great benefits and work life balance

Our client, a leading SaaS business in the fintech industry, is currently looking for an experienced Software Support Escalation Engineer to join their team in Sydney on a permanent basis. We are seeking someone with a broad technical knowledge base across software, AWS infrastructure, and databases, and excellent customer technology support capabilities, particularly at Level 2 and 3.

Day to day:

• Collaborate closely with customer success and 1st level support teams.
• Considerately and practically triage, prioritise and classify inbound escalations.
• Independently and proactively explore, debug, and resolve escalations in order of priority.
• Seek out assistance when needed and escalate issues when required.
• Collaborate with the engineering leadership team to define, refine, and optimise the escalation process.
• Always put the customer first and relentlessly pursue escalations to a timely resolution.

Essential Criteria:

• 3+ years of professional experience solving complex problems across a broad range of technologies.
• Coding experience and the ability to modify and enhance code within a structured product development process.
• Experience in support escalations and proven ability to triage, prioritise, and debug issues to solve technical problems.
• Strong documentation skills
• Experience in release management
• Experience with some of the following technologies: development technologies such as .NET stack, Angular, NodeJS, PowerShell, C#, and bash; database technologies such as SQL Server, MySQL, MongoDB, Elasticsearch; AWS platform services such as Lambda, RDS, CloudFront

For more information, please email Joshua.Jones@teksystems.com with reference number 523353