Senior Technical Support Engineer

RecordPoint is a data and information lifecycle management SaaS product designed to give highly-regulated organizations a competitive edge through safer, more secure, and better-managed data. We're a disruptor in our industry, set apart from competitors by our cutting edge technology and innovation-first mindset. 

Our global customer list includes top-tier brands and government agencies like the City of New York, Westpac, National Australia Bank (NAB), Australian Prudential Regulation Authority (APRA), Security Benefit, Cupertino Electric, Australian Securities & Investments Commission (ASIC), Transport for NSW, Ausgrid, Pacific Gas & Electric (PG&E), and Delaware Life.  

But there's more to us than the what we do — like the who behind it all. Team RecordPoint is made up of 100+ tech-driven professionals at the top of their respective fields. Together, we foster a supportive, collaborative and transparent environment, collectively working toward the singular goal of continuously doing better.  

While we've got all the perks you'd expect — think truly flexible work arrangements, generous paid parental leave, 4 weeks annual leave and Employee Share Options — you might find that the greatest benefit of all, is the team you join.

Scope of the role: As a Senior Technical Support Engineer at RecordPoint, you will play a crucial role in ensuring the satisfaction of our customers by providing advanced technical and business support for our software products. You will work closely with customers, as well as collaborate with internal development and product teams to resolve complex technical and business issues. The ideal candidate should have a strong technical and business background, excellent problem-solving skills, and a passion for delivering exceptional customer service.

What you will do:

• Maintain a deeper understanding of the products, services, and systems they support.
• Handle more complex technical issues and perform advanced troubleshooting to diagnose and resolve problems.
• Take ownership of escalated issues, ensuring a swift and effective resolution.
• Become the subject matter experts in specific areas of the product.
• collect feedback from customers regarding product improvements and collaborate with product and engineering to enhance the product offering based on customer input.
• Conduct root cause analysis to identify the underlying problems and communicate with engineering to help prevent similar issues from occurring in the future.
• Contribute to or update technical documentation, knowledge base articles, and FAQs to ensure that other support engineers and end-users have access to accurate and up-to-date information.
• Review and improve internal process to optimise support efficiency and stay up to date with industry best practice.
• Provide training and guidance to support engineers to help them handle more complex issues in the future.
• Provide onboarding services for customers in conjunction with other support engineers.
• Overall, a Senior Technical Support Engineer plays a crucial role in resolving challenging product, business and technical issues and providing a higher level of expertise to customers or end-users.
• Support Engineers will be in office 2 - 3 days per week.

About you:

• Bachelor's degree in Computer Science, Information Technology, or related field is desirable
• Certification in relevant technologies or platforms is a plus.
• Proven experience in a technical support role, preferably in a SaaS environment.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills.
• Customer-focused with a passion for delivering exceptional customer service.
• Ability to work independently and as part of a collaborative team.
• Ability to work independently and collaboratively in a fast-paced environment.
• Familiarity with customer support tools and ticketing systems.
• Adaptability and a willingness to learn and adapt to new technologies.
• Strong understanding of software architecture and the ability to read and understand code.
• Knowledge of database systems, networking concepts, and security principles.
• Familiarity with cloud-based technologies, APIs, and web services.
• Experience writing and running automation scripts such PowerShell and/ or Python
• Experience in containerized solutions (e.g. Docker, Kubernetes, OpenShift)
• Experience in powerautomate
• Experience with Microsoft Azure, Office365, Enterprise file sync and share applications (Google Drive, Box, Dropbox etc.)
• Knowledge of best practices and IT operations in an always-up, always-available service

Why RecordPoint:

• Flexible work life balance
• Opportunities to grow and develop
• Fast-growth Australian-owned company
• A workplace where innovation is our way of life
• Personal Development budget for all staff
• Access to Employee Stock Ownership Plan
• A brilliant graduate program that provides both mentoring and growth opportunities for all
• Work on a product that makes a real social-good impact on the world
• Global opportunities!