Technical Support Engineer

Melbourne | Full Time

 

About the role

An excellent opportunity has opened up in Digitary’s Melbourne team for an experienced Technical Support Engineer to join a leading Higher Education solutions provider, by assisting both our existing Higher Education customers and our new international University clients as they onboard onto our SaaS platform. This role is both technical and customer facing and requires supporting different parts of the business including new and existing clients.

Responsibilities
  • Use knowledge-based support platforms to troubleshoot and resolve complex client issues, typically via email, across multiple platforms in accordance with agreed SLAs
  • Multitask and prioritise a daily flow of tasks together with long-term projects, liaise with our development team, escalate issues as appropriate
  • Implement resolution plans for technical problems
  • Assist with specification, implementation and testing of new features and validation of software fixes
  • Design and implementation of Freemarker document templates
  • Support customers in integrating with cloud (RESTful) API
  • Issue and deployment of security and PKI to the cloud
  • Work with complex bash scripts and SQL scripts to create and modify multiple BAU tasks
  • Analyse and consult on implementation and troubleshooting of technology products
  • In addition to addressing a full range of customer queries, handle technical requests raised by internal departments
  • Where necessary, initiate suggestions for product UI improvement based on client feedback; help automate repetitive-issue resolution
  • Construct and maintain statistical reports on product usage
  • Monitor system logs
  • Write high-quality documentation and produce workflows on functionality and issue resolution, both for internal use and to aid customer understanding
  • Active learning is a key component of this role
  • Our Head Office is based in Melbourne, Australia so some out-of-hours meetings may be required.
Education Qualifications / Licenses / Certifications Requirements
  • Minimum 2 years experience as a support engineer or similar role
  • Proven experience of troubleshooting and problem solving
  • Honed analytical skills
  • Fluent and professional oral and written English
  • Excellent customer-facing skills
  • BSc in Computer Science or related field
  • Background with relational databases, SQL scripting
  • Familiarity with Linux based environments
  • Analysing application and server logs
  • Installation and configuration of applications
  • Knowledge and use of: bash scripting, XML, HTML 5, CSS 3, Java, JavaScript, JSON, git, ssh, openssl
  • Familiarity with using Zendesk, Slack and SumoLogic
Desired Skills and Experience
  • Familiarity using iOS (the company exclusively uses MacBook Pros)
  • Atlassian Suite (Confluence / JIRA / Bamboo / Bitbucket)
  • REST, PHP, Freemarker, XSL-FO (FOP), WordPress
  • Basic programming
  • Microsoft Office
  • Familiarity with user acceptance testing
  • AWS
  • Understanding of Security, Public key infrastructure
  • Any relevant certifications

Life at Digitary

We are a growing team, making a significant impact in the global education sector. At Digitary, people are at the heart of our business and we prioritise staff welfare. We offer a range of competitive benefits, initiatives and flexibility, with staff also continuing to work-from-home for the foreseeable period. We are a transparent and collaborative business that prides itself on having positive engagement internally and with our customers, that is as important as the high-quality product solutions we provide and continue to develop. 

We are a wonderfully diverse and inclusive organisation that celebrates the involvement of passionate people in what we deliver.

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