Technical Service Engineer

Department: Customer

Location: Australia, Remote

Description

About us

We are Digital Science and we are advancing the research ecosystem.
We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us?

Your new role

The Technical Services Engineer is responsible for delivering high-quality technical services to customers throughout the implementation process and providing ongoing technical support post-deployment.

Key responsibilities include:

• Performing data migrations, imports, and mappings.


• Managing integrations with SSO systems and data cleansing & analysis.


• Working with SQL, REST APIs, XML, JSON, and CSV, depending on the service needs.


• Developing custom solutions and contributing to the evolution of integration toolsets.


• Ensuring a seamless customer experience through strong technical support and collaboration.

This role spans the entire technical implementation lifecycle, including analysis, design, build, test, deployment, and support, playing a vital role in delivering efficiently integrated systems and data workflows for customers.

The Technical Services Engineer reports to the Head of Technical Services – Research Workflows and collaborates closely with Project Managers, Product, and Development teams to drive successful implementations.

What you’ll be doing

Technical Services

• Analyze business requirements during the integration phase in collaboration with the project team and stakeholders.


• Deliver integrations based on agreed specifications, ensuring accuracy and alignment with customer needs.


• Manage multiple concurrent workstreams, meeting customer requirements and project timelines.


• Provide technical consultation, investigating and resolving complex customer inquiries.


• Offer hands-on assistance for integration, configuration, and troubleshooting.


• Develop custom SSRS reports tailored to customer requirements.


• Execute data migrations, imports, mappings, and SSO integrations, ensuring data integrity and efficiency.

Customer Service

• Act as the primary technical contact for customers undergoing integrations.


• Guide customers through implementation, ensuring clear communication and empathy to ease transitions.


• Assist customers in analyzing and articulating business workflows to optimize integrations.


• Provide best-practice advice on integrating Research Workflows software with external systems.


• 
  Triage issues, determine resolution paths, and ensure exceptional customer support.

Wider Responsibilities

• Maintain expertise in data analytics, research information management, digital repositories, and open access systems to support integrations.


• Contribute to the continuous improvement of integration processes and best practices.


• Engage in technical discussions with the Product and Development teams to enhance system capabilities.


• Collaborate with Digital Science colleagues to support broader organizational goals.

What you’ll bring to the role

Required Knowledge and Experience

• Minimum two years of experience in a similar role, focusing on data migrations, data mappings, and ETL processes.


• 
  Excellent verbal and written communication skills in English.


• Ability to work independently while maintaining strong team collaboration.


• 
  Technical proficiency in system support and integration services.


• Hands-on experience in data manipulation, including analysis, cleansing, and migrations.


• Proficiency in SQL, REST APIs, CSV, XML, and JSON for data processing and integration.


• Strong analytical and troubleshooting skills, with a problem-solving mindset.

Desirable Knowledge and Experience

• Experience with PowerShell and Python for automation and scripting.


• Familiarity with BI tools for data visualization and reporting.


• Prior involvement in implementing complex systems.


• Understanding of the Academic Research Environment, particularly in research information management systems and technologies.


• Experience with academic repository platforms such as DSpace, EPrints, or Figshare.

Further information about this role

• This position is remote-friendly.


• Opportunities may arise to visit customers or attend Digital Science events internationally.


• Full-time role, Monday–Friday, with flexible scheduling around core working hours. Flexible work arrangements may be considered upon approval.

Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.

Please be aware that we may close this position early if we receive a high volume of applications, so we encourage you to apply promptly.

Living our Values

We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective.

The talent we secure is fundamental to us achieving our vision and our growth plans. The values we live by are:

We are brave in the pursuit of better
We are collaborative and inclusive
We are always open-minded
We are from and for the community

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.