About Protecht
We are a fast growth Governance, Risk & Compliance (GRC) SaaS business. We provide world-class enterprise risk management, compliance, training, and advisory services to over 350 customers across various industry sectors through our offices across APAC, USA & Europe.
Our cloud-based SaaS platform – Protecht.ERM – is what makes us really stand out. It’s one of the most comprehensive, flexible, and dynamic risk management solutions available today.
About the opportunity
We are seeking a Technical Customer Support Engineer to join our Sydney Team on a full-time basis and provide software application support. This role requires a customer-focused mindset, excellent problem-solving skills, and a sound understanding of web technologies and databases. As a Support Engineer at Protecht, you will be working within a dynamic environment and responsible for providing exceptional technical support for our SaaS application Protecht.ERM to our valued customers.
This role requires you to be part of a weekly on-call customer support roster.
Key Responsibilities
* Provide prompt and professional technical support to customers via phone, email, and chat for escalated software application issues.
* Act as a liaison between customers and internal development teams to report product issues, enhancements, or bugs.
* Troubleshoot, diagnose, and resolve complex technical problems related to our SaaS application Protecht.ERM.
* Offer in-depth assistance with SQL queries, JavaScript issues, and AWS-based environments.
* Communicate technical concepts in a clear, concise manner to customers with varying levels of technical expertise.
* Stay updated with the latest product features, new releases, and updates to provide accurate guidance to customers.
* Document troubleshooting steps, solutions, and best practices in internal knowledge bases and customer-facing FAQs.
* Monitor recurring customer issues and report trends to the product and engineering teams to improve product quality and performance.
* Manage customer expectations regarding resolution times.
* Use sound general tech knowledge i.e. web technologies, databases, SQL and Unix/Linux to dig into the problem.
If you are interested in joining us, along with your previous experience in a busy Customer Support team, then we want to hear from you.
You will be a great fit if you have:
* Tertiary qualification in IT or related discipline.
* 2+ years of experience in a technical support role, preferably within a SaaS company.
* Strong working knowledge of SQL, including complex queries, database design, and troubleshooting.
* Strong troubleshooting and analytical skills to resolve complex technical issues.
* Experience supporting an External Customer base in a professional service focus organisation.
* Experience in diagnosing and solving performance, security, and configuration issues within web applications and databases.
* Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical customers.
* Experience in working on AWS environments using Bitbucket and Jenkins pipelines.
* Working knowledge of PagerDuty, Splunk and Dynatrace.
Sound like you?
If you think this may be your next opportunity and you want to be part of a Great Place to Work – Certified organization, apply online today!
To be eligible for this role, you must have current Australian work rights (Australian citizen / permanent resident).
Visit our website to find out a little more about working with us.
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