XTN-82C2401 | TECHNICAL SUPPORT ENGINEER

The Technical Support Engineer will be part of our level 1 support team and will provide application support to clients across Australia, Asia-Pacific, Europe and the United States.

The Technical Support Engineer will report primarily to the Operations Manager and other line managers as required and will work closely with our software development, product and account management teams to ensure client support tickets are answered and resolved appropriately.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
  
• Diverse learning & growth opportunities
  
• Accessible Cloud HR platform (Sprout)
  
• Above standard leaves

• Monitoring and processing client support tickets via a centralised ticketing system, within agreed time frames
• Troubleshooting and implementing fixes for client raised issues where required
•  Providing end-users with a series of actions or instructions to resolve issues or perform certain tasks
• Escalating and following up tickets with other teams where required
• Prioritization & management of tickets
• Reporting common and new issues to the product team
• Improvement of the support knowledge base and support documentation
• Contributing to the improvements of the Taguchi software
• Identify and implement ideas to improve processes, programs and software
• Help support other team members
• Some frontend development tasks including updating, implementing
• and fixing Javascript/HTML emails
• Perform other various tasks as required and in accordance with their skills and personal development

• You will be able to demonstrate proficiency in the following:
• Frontend web languages (HTML, CSS, Javascript)
• Customer service or technical support
• Exposure to ticketing software
• Experience with some or all of the following would be an advantage:
• MacOS
• Jira, OneDesk
• ·Javascript package management and build tools
• Typescript
• Vue.js
• React
• Python
• SQL, MySQL
• Versioning tools including GitHub
• Email template development
• Secure coding practices and knowledge of and/or familiarity with OWAS
• We are seeking an individual that can provide assistance and support to our clients who use the Taguchi platform. The ideal candidate will have a technical background and excellent communication skills to effectively troubleshoot and resolve technical issues.

• A great team player
• A friendly and positive, can-do attitude
• Technical proficiency and enthusiasm to learn
• Ability to problem solve and excellent attention to detail
• Ability to collaborate and communicate with both technical and non-technical teams
• Capability to work proactively, both independently and within a team environment
• Excellent communication skills (both written and verbal) to articulate complex topics
• Superior organisational skills and strong work ethic
• Excellent customer service skills and ability to empathise with customers
• Willing to develop and extend themselves outside of their comfort zone and take the initiative
• Ability to adapt and have flexibility to varying working hours