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.
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!
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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.
