Technical Support Engineer

Detailed Job Description

Job Title: Technical Support Engineer

Hours: Full Time

Location: Remote

Join our growing SaaS company!

With the recent deployment of our platform on Microsoft Azure and our Strategic Partnership with Microsoft, ipSCAPE is poised for incredible growth and so we are expanding our fantastic DevOps Team in Sydney.

Get to know us.

ipSCAPE is a cloud-based Software as a Service (SaaS) company with its head office in North Sydney and a large national presence servicing multiple government and enterprise clients across Australia. In addition, the company has expanded via international partners who distribute ipSCAPE software to clients in over 30 countries throughout Asia and Europe.

ipSCAPE offers multi-channel customer experience technology with feature-rich solutions and advanced integration capability with leading CRM and Business Intelligence applications. This functionality enables our clients to provide an exceptional customer experience in both sales and service environments and to generate strategic insights in customer management. The ipSCAPE platform also leverages AI-based technology and intelligent algorithms at the core of applications such as our Virtual Agent Voice and Predictive Dialler.

With the recent deployment of our new platform on Microsoft Azure, ipSCAPE is on a rapid growth path to expand to an even larger global customer base. This will require an enhanced operational and technical foundation for the company to achieve scale, resilience, and commercial viability, with the capability to manage several new clients and partners in multiple geographic regions.

Role Overview

Reporting to the Head of Client Services, the Technical Support Engineer will be responsible for managing the service requests, responding to the monitoring and alerts for the application platform. You are required to work between the hours of 6pm and 9am the following day AEST/AEDT.

Responsibilities

• Assist the client services (Support) by troubleshooting client ticket queries related to the application platform (L2 Support).
• Triage and respond to the alerts from tools like Grafana, New Relic and Pager Duty.
• Monitor for any security incidents and potential breaches utilising Microsoft Defender and or Sentinel.
• Provide first line support communication to clients from query to resolution via phone, email & JIRA ticketing system
• Troubleshoot and document reported issues to enable engineers to work on issues with ease
• Triage tickets to appropriate personal follow up as necessary to ensure tickets are resolved
• Maintain an outstanding knowledge of our product and services, contribute to maintenance of the IPscape help centre
• Assist in Project work and normal BAU activities as required
• Collaborate with engineers to help resolve issues within a timely manner

Required Skillsand Qualifications

• Industry certifications or a Bachelors (or above) in IT, Computer Science, or another relevant field
• Azure experience in managing cloud infrastructure.
• 5 plus years experience of troubleshooting, debugging experience with using Linux OS
• Experience with monitoring applications like New Relic, Grafana is desirable.
• Previous experience working in a technical support role with a customer-first mindset
• Experience in Linux OS and troubleshooting for more than 5 years.
• Experience with network elements, protocols, and routing