Minimum 2 years experience as a support engineer or similar role, BSc in Computer Science or related field, Proven experience in troubleshooting and problem solving, Fluent in professional oral and written English..
Key responsibilities:
Use knowledge-based support platforms to troubleshoot and resolve client issues via email
Liaise with internal development teams and escalate issues as appropriate
Assist with testing new features and validating software fixes
Write high-quality documentation and produce workflows for internal use and customer understanding.
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Concentric Sky is an award-winning software development firm with a focus on end-to-end product design and realization. We've successfully launched hundreds of products in our 13 year history. Our partners include a number of prominent organizations such as The World Bank, The United Nations, NASA, NSF and NIH, as well as major publishers such as Encyclopedia Britannica, National Geographic and Cengage Learning.
Developers of Badgr - http://badgr.com
Instructure is a global EdTech leader, serving millions of teachers and students around the world. Openness is core to who we are. That's why we partner with over 900 education technology companies in the largest partner community for any Learner Management System. Instructure also offers a portfolio of products and services designed specifically for other EdTech providers. These unique solutions empower our partners to more quickly build and scale products.
Parchment, recently acquired by Instructure, helps lifelong learners around the world make the most of their academic achievements, turning them into opportunities. We have an important mission and as such, we actively seek employees who are passionate about education, and technology, and doing their very best every day!
We are now looking for an experienced Customer Support Engineer to join our Melbourne team to assist our APAC Higher Education customers and other international clients navigate and maximise usage of our Saas platform.
You’ll be a key cross-functional player within the Parchment Support team; a collaborative mentality and positive attitude are essential.
This customer-facing role requires technical expertise to support various business areas, including new and existing clients. It is a remote position based in the AEST time zone (Australia)
About the Role
Use knowledge-based support platforms to troubleshoot and resolve a wide range of client issues, typically via email and in accordance with agreed SLAs
Multitask and prioritise a daily flow of tasks together with longer-term projects, liaise with internal development team, escalate issues as appropriate
Implement resolution plans for technical problems
Troubleshoot client integration issues
Assist with testing of new features and validation of software fixes
Modify Freemarker document templates
In addition to addressing a full range of customer queries, handle technical requests raised by internal departments
Where necessary, initiate suggestions for product improvement based on client feedback; help automate repetitive-issue resolution
Identify and evaluate support process improvement opportunities in conjunction with our other world-wide support resources
Monitor system logs
Write high-quality documentation and produce workflows on functionality and issue resolution, both for internal use and to aid customer understanding
Active learning is a key component of this role
Both our customers and our team are world-wide and we also have staff based in Toronto, Canada and Dublin, Ireland so some out-of-hours meetings may be required.
About You
Minimum 2 years experience as a support engineer or similar role
Proven experience in troubleshooting and problem solving
Honed analytical skills
Fluent and professional oral and written English
Excellent customer-facing skills
BSc in Computer Science or related field
Background with relational databases, SQL scripting
Familiarity with Linux based environments
Analysing application and server logs
Knowledge and use of: bash scripting, XML, HTML 5, Java, JavaScript, JSON, ssh
Familiarity using iOS
Atlassian Suite (Confluence / JIRA / Bitbucket)
Salesforce or similar tech support management system
We pride ourselves on a great company culture and positive working environment where you will get an opportunity to become part of a highly knowledgeable, collaborative, and experienced team. You will learn valuable new skills and help transform the way legitimate academic qualifications are issued and verified around the world.
Required profile
Experience
Spoken language(s):
English
Check out the description to know which languages are mandatory.