Job description

The Company

Founded in 2009, Cubic Telecom has grown to become one of the leading providers of connectivity solutions and analytics services that help vehicle and IoT device manufacturers manage and grow revenue streams. Fast paced, smart and continually seeking new ideas. That's us, is it you? At Cubic Telecom, you will find an environment filled with energy and collaboration, where we set out every day to improve not just the world, but ourselves and each other.

We believe in leadership that supports empowerment and responsibility, while recognising and developing leadership qualities across Our Team. Together we bring out the best in each other. We look for people who are results focused, empathetic, visionary, empowering, and who ‘champion’ our cultures and values.

The Role

We are looking for an enthusiastic Software Support Engineer who thrives in a fast-paced, flexible work environment. In this role, you will work closely with Software Developers, App Support Engineers and Service Delivery Managers to ensure the prompt resolution of escalated issues. The role will be responsible for providing third level support, including configuration and some code fixes and facilitating knowledge transfer to our Application Support team.

Responsibilities

Investigate and troubleshoot issues on Cubic’s software platform.
Collaborate with software developers and App Support Engineers to identify, evaluate, and resolve application and system issues.
Take ownership of customer issues escalated by the App Support team and see problems through to resolution.
Support consistent uptime of the platform by reacting to alarms, monitoring performance and escalating issues to service owners as required.
Document customer interactions and resolutions accurately and thoroughly
Contribute to the development and maintenance of support documentation, knowledge base articles, and best practices.
Perform root cause assessment and debug all issues and incidents assigned to Level 3.
Participate in product testing and quality assurance activities.
Stay up to date with product knowledge and latest industry trends
Collaborate with cross-functional teams to improve overall product and customer experience.
Assist Support Engineering Manager with development, documentation and rollout of new operational processes and enhancement and enforcement of existing operational processes.
Ensure any Production discovered issues result in improvements to the relevant Monitoring and Testing strategies and activities of Cubic teams.
Assist in PI planning and team refinements to ensure potential issues are discovered prior to production releases.
Represent Support concerns where needed in technical planning.

Requirements

Essential Experience and Qualifications

Bachelor’s degree in computer science, Software Engineering, or related field
Strong technical troubleshooting and problem-solving skills
Experience providing software support or customer service.
Excellent written and verbal communication and technical writing skills
Attention to detail and strong organizational skills.
Proven track record of working independently and with small and large teams.
Ability to work unsupervised and take responsibility for the completion of tasks.
Adaptable and flexible in approach to work

Desired Experience and Qualifications