Technical Support Engineer - NV1 Cleared

Job Description

Technical Support Engineer - NV1 Cleared Location: Hybrid in Canberra - 1-3 days a week on-customer site Salary Range: Up to AU$300k I am working with a Pre-IPO High Growth CyberSecurity start up with a strong market positioning and an utterly unique product. They are expanding their post sales team in Australia. This particular role is as a result of winning a new Government customer and they need a Technical Support Engineer with NV1 Security Clearance to support this Government client onsite and be dedicated to this customer. There is a small and close knit post-sales team in Australia already and due to the amount of customers they have in the region, they need more support. They have a very collaborative team and their team has a strong balance of people who are nice and people who are ambitious. This is a role with great career progression and a good ability to wear a lot of hats and learn new things. Responsibilities: Responsible for triaging & responding to, investigating and resolution of customer support tickets within SLAs Responsible for troubleshooting customer queries Perform analysis of integration logic and system processes and provide adequately descriptive solutions and responses back to Customers. Effectively document investigative steps and analysis to escalate technical issues to the Product and Engineering team (Tier 3). Escalate incident tickets through the appropriate channels and hold those escalated to accountable for responding in accordance with SLAs. Proactive ownership and management of allocated tickets via support platforms. Provide prompt, professional, and accurate communication with customers, vendors, and colleagues to bring a fantastic experience - ability to explain what happened and why, whilst proposing solutions and securing sponsorship to implement them. Interface with colleagues to ensure completeness and relevance to customer requirements. Prioritize and manage multiple open tickets at one time. Share valuable knowledge with Support colleagues. Provide input towards general process improvement. Investigate any identified issues with the implementation and then proactively drive resolution. Participate in critical (P1) incident DDA / RCA by providing root cause analysis and identifying corrective actions as well as contributing to preventative measures. When required, assist with testing of the platform configurations and provide accurate feedback on test outcomes. Maintain up to date product knowledge and awareness of new features. What we are looking for: 5+ years' in a technical, customer facing role Experience as a L2 Technical Support Engineer, Linux System Administrator or DevOps Engineer Strong Linux experience and knowledge Experience working with CyberSecurity technologies NV1 Clearance or Above What's in it for you: A great opportunity to work in a high growth Cyber vendor Good career progression Working alongside Ambitious and Collaborative team Working with strong technologies An ability to wear a lot of hats and learn a lot A competitive salary and flexible remote working Seniority level Associate Employment type Full-time Job function Technology, Information and Internet #J-18808-Ljbffr