Customer Support Engineer (SaaS) - Level 3


New South Wales

Work type:

Full Time


Engineering Information & Communication Technology


$80000.00 - $100000.00 per annum

Job reference:


Start date:


Contact email:


Adam Garner

Since their founding in 2007, the client in question have been a pioneer in specialist software, content management systems, video search technology. They've been recognized by Deloitte as one of the fastest growing technology companies in North America, and by Gartner as a Leader in video content management. Today, more than 5 million end users depend on their software, and they have over 100 employees spread across offices globally.  

They have ambitious plans to become the market leading video platform for education and enterprise in Australia and New Zealand, building on the success they have already achieved in the USA and Europe.
As a Customer Support Engineer, you will play a complex role providing support for sales teams as well as training and ongoing support to their customers.  You will drive creating and maintaining high levels of customer satisfaction and quick resolution of customer issues. This role is located in Sydney and serves clients across Australia and New Zealand.   

Primary Responsibilities:
  • Triage and route incoming technical support requests (tickets/emails, live chat and phone)
  • Follow documented troubleshooting steps to efficiently resolve or escalate issues to support teams globally
  • Replicate, describe, and troubleshoot simple bugs and product issues within established protocols
  • Be comfortable completing tender responses, presenting to C Level audiences, conducting technical training, leading proof of concepts and managing integrations
  • Provide post-sales implementation planning and delivery
  • Positively represent the company and develop goodwill in all customer interactions
  • Pre-sales - work closely with sales leaders to present solutions and answer technical questions for prospects
  • Collaborate effectively with other teams within the company to help meet the needs of their customers
  • Coordinate, schedule and conduct all remote training sessions with new and renewing customers
  • Continually develop expert product knowledge in order to advise customers on product best practices
  • Capture customer interactions in ticketing and customer relationship management systems
Desired Experience and Skills
  • Experience with Windows '08/'12 is essential
  • Level 3 Service Desk experience dealing with external client requirements. Exceptional level 2 engineers will be considered.
  • Relevant experience, in a technology SAAS company providing technical support, training and customer service
  • Strong troubleshooting and problem solving skills
  • Ability to excel in a fast-paced environment, embrace change, and show good judgment to make life easier for end users
  • Track record of professional and effective verbal and written communication skills
  • Confidence in presenting to technical and non-technical audiences
  • Demonstrated knowledge of Windows/Mac OS/browser and hardware troubleshooting
  • Bachelor Degree or equivalent experience
What's in it for you?
  • Opportunity to learn and stretch your capabilities
  • Strong competitive salary
  • Stock options
  • Sydney CBD office with exceptional benefits
  • An award-winning work environment
If you are interested in working with other down-to-earth, smart people who love to roll up their sleeves and get stuff done in the face of big, exciting challenges, then I would love to talk to you.

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