Driving the adoption of Cadence software products through technical support and customer engagement. Collaborating with sales teams and providing demonstrations to enhance client relationships.
About the role
- Application Support Engineer at RecordPoint providing technical support for SaaS data management product. Maintaining customer satisfaction through advanced troubleshooting and collaboration with internal teams.
Responsibilities
- 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 Level 1 support 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 Level 1 support agents to help them handle more complex issues in the future.
- Provide onboarding services for customers
- Overall, Support plays a crucial role in resolving challenging product, business and technical issues and providing a higher level of expertise to customers or end-users.
Requirements
- 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
Benefits
- 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!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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