Senior Technical Support Engineer

Overview Base pay range: CA$90,000.00/yr - CA$95,000.00/yr.

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 a Senior Technical 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.

What you will do Maintain a deeper understanding of the products, services, and systems you 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 expert 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 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 processes 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

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 as PowerShell and/or Python

Experience in containerized solutions (e.g. Docker, Kubernetes, OpenShift)

Experience in Power Automate

Experience with Microsoft Azure, Office365, Enterprise file sync and share applications (Google Drive, Box, Dropbox etc.)

Knowledge of IT operations best practices 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 with mentoring and growth opportunities

Work on a product that makes a real social-good impact

Global opportunities

Know more By checking us out on all the usual platforms, and especially our About Us page: RecordPoint About

Or our Life at RecordPoint blog: Life at RecordPoint

How to apply Click the apply now button and 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: RecordPoint 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.

Salary ranges are a total On Target Earnings (OTE) number that is inclusive of a base salary and bonus component.

RecordPoint also offers Employee Share Options for staff as part of our long-term incentives program.

Seniority level Not Applicable

Employment type Full-time

Job function Information Technology

Industries Transportation, Logistics, Supply Chain and Storage

RecordPoint is an equal opportunities employer.

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