The Role
As an Application Support Engineer, you will provide advanced technical support for software products, resolve complex issues, and enhance customer satisfaction. You'll work with customers and teams to ensure effective solutions and contribute to product improvements through feedback and documentation.
Summary Generated by Built In
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 an Application 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.
This role is a late-shift role to help us cover our customers around the globe.
Working hours will be from midday to 8pm, Monday-Friday.
What you'll do:
- Maintain a strong working understanding of the products, services, and systems they support.
- Act as the first point of contact for customer or internal support, responding promptly and professionally via email, chat, and phone.
- Handle basic and routine customer inquiries, including common business and technical issues, using standard troubleshooting procedures.
- Diagnose and resolve simple issues independently, providing clear and concise guidance to customers.
- Create, update, and manage support tickets in the ticketing system, ensuring accurate documentation and appropriate prioritisation.
- Escalate complex or specialised issues to Level 2 support, supplying detailed context and outlining troubleshooting steps already taken.
- Educate customers on self-service options and best practices for using RecordPoint products.
- Develop and maintain a solid understanding of product functionality, updates, and new features to effectively support customers.
- Contribute to the creation and maintenance of technical documentation, including knowledge base articles, FAQs, and user guides.
- Use administrative tools and system access to perform basic system administration tasks, including user management and internal support activities.
- Monitor system alerts and recurring issues, and assist with reporting trends to help identify areas for improvement.
- Support customer onboarding activities, with guidance and assistance from Level 2 support when required.
- Support plays a crucial role in ensuring customer satisfaction by resolving issues efficiently, maintaining clear communication, and acting as a front-line interface between customers and internal teams.
What you bring:
- 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!
Know more:
By checking us out on all the usual platforms, and especially our About Us https://www.recordpoint.com/about
or our Life at RecordPoint blog: https://www.recordpoint.com/blog/what-its-like-to-work-at-recordpoint
How to apply:
Click the 'apply now' button send us your CV.
RecordPoint is an equal opportunities employer.
We offer a fast-paced, dedicated and enjoyable environment, working with some of the best people in the industry.
If you want to know what to expect from a RecordPoint application process, read more here: https://www.recordpoint.com/careers
No recruiters please, we've got this one covered.
You will need to pass a police background check to be eligible for employment at RecordPoint.
Top Skills
Box
Docker
Dropbox
Google Drive
Kubernetes
Azure
Office365
Openshift
Powershell
Python
SaaS
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The Company
What We Do
RecordPoint is the Data Trust Platform, bringing calm to the chaotic world of data.
We’re letting organizations discover, govern, and control their data for tighter compliance, more efficiency, and less risk. Businesses can trust that their data is accurate, private, and safe everywhere, all the time, for consistent confidence that’s backed by RecordPoint expertise and support. With RecordPoint, you can:
- Turn data chaos into data trust. Automatically manage all your data in place – wherever it lives – so you can make informed decisions that earn customer trust and give you a competitive advantage.
- Take data management off your daily to-do list. Know that your data is managed efficiently and consistently at scale with a platform that molds to how you do things (not the other way around).
- Work with an expert partner who gets your challenges. Trust starts with knowing deep down that your data is organized, secure and ready for work – and our whole team is here to support you along the way.
The customizable platform is comprised of records management and data lineage tools that work together to give you full context throughout the data lifecycle.
Know what data you have and where it is, with continuous data inventory and data categorization. Make better data migration and minimization decisions, and safeguard for privacy, security and governance.
