Application Support Engineer

TL;DR

Application Support Engineer: Providing advanced technical and business support for SaaS software products with an accent on complex technical and business issue resolution, and customer satisfaction. Focus on diagnosing problems, conducting root cause analysis, and collaborating with product and engineering to enhance the product.

Location: Hybrid in Office Location, Melbourne, VIC, Australia. This is a late-shift role, working hours will be from midday to 8pm, Monday-Friday.

Company

hirify.global is a data and information lifecycle management SaaS product designed to give highly-regulated organizations a competitive edge through safer, more secure, and better-managed data.

What you will do

• Maintain a deeper understanding of the products, services, and systems.
• 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 a subject matter expert in specific areas of the product.
• Collect feedback from customers for product improvements and collaborate with product and engineering.
• Conduct root cause analysis to identify underlying problems and help prevent similar issues.

Requirements

• Proven experience in a technical support role, preferably in a SaaS environment.
• 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 with Microsoft Azure, Office365, Enterprise file sync and share applications.
• Ability to work a late-shift role (midday to 8pm, Monday-Friday) to cover global customers.

Culture & Benefits

• Flexible work-life balance and truly flexible work arrangements.
• Opportunities to grow and develop with a personal development budget.
• Access to Employee Share Options.
• 4 weeks annual leave and generous paid parental leave.
• Work on a product that makes a real social-good impact.
• Supportive, collaborative, and transparent team environment.