Technical Customer Support Engineer

Job Description

Technical Customer Support Engineer About Protecht We are a fast growth Governance, Risk & Compliance (GRC) SaaS business. We provide world-class enterprise risk management, compliance, training, and advisory services to over 350 customers across various industry sectors through our offices across APAC, USA & Europe. About The Opportunity We are seeking a Technical Customer Support Engineer to join our Sydney Team on a full-time basis and provide software application support. This role requires a customer-focused mindset, excellent problem-solving skills, and a sound understanding of web technologies and databases. As a Support Engineer at Protecht, you will be working within a dynamic team and be responsible for providing exceptional technical support for our SaaS application Protecht.ERM to our valued customers. This role requires you to be part of a weekly on-call customer support roster. Key Responsibilities Provide prompt and professional technical support to customers via phone, email, and chat for escalated software application issues Act as a liaison between customers and internal development teams to report product issues, enhancements, or bugs Troubleshoot, diagnose, and resolve complex technical problems related to our SaaS application Protecht.ERM Offer in-depth assistance with SQL queries, JavaScript issues, and AWS-based environments Communicate technical concepts in a clear, concise manner to customers with varying levels of technical expertise Stay updated with the latest product features, new releases, and updates to provide accurate guidance to customers Document troubleshooting steps, solutions, and best practices in internal knowledge bases and customer-facing FAQs Monitor recurring customer issues and report trends to the product and engineering teams to improve product quality and performance Manage customer expectations regarding resolution times Use sound general tech knowledge i.e. web technologies, databases, SQL and Unix/Linux to dig into the problem If you are interested in joining us, along with your previous experience in a busy Customer Support team, then we want to hear from you. You will be a great fit if you have: Tertiary qualification in IT or related discipline 2+ years of experience in a technical support role, preferably within a SaaS company Strong working knowledge of SQL, including complex queries, database design, and troubleshooting Strong troubleshooting and analytical skills to resolve complex technical issues Experience supporting an External Customer base in a professional service focused organization. Experience in diagnosing and solving performance, security, and configuration issues within web applications and databases Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical customers Experience in working on AWS environments using Bitbucket and Jenkins pipelines. Working knowledge of PagerDuty, Splunk and Dynatrace Sound like you? If you think this may be your next opportunity and you want to be part of a Great Place to Work – Certified organization, Apply online today! To be eligible for this role, you must have current Australian work rights (Australian citizen / permanent resident). Visit our website to find out a little more about working with us. #J-18808-Ljbffr