Sr Technical Support Engineer (SaaS)

TL;DR

Sr Technical Support Engineer (SaaS): Delivering expert-level technical assistance and resolving complex product issues for a global IT ecosystem with an accent on SaaS platforms, APIs, and cloud infrastructure. Focus on conducting root cause analysis, collaborating with engineering on fixes, and ensuring system reliability within SLOs.

Location: Hybrid (Fortitude Valley, Australia)

Company

A leading global technology distributor for the IT ecosystem, providing products and services from manufacturers and cloud providers.

What you will do

• Respond to complex technical support requests via phone and email.
• Diagnose and resolve issues across software, APIs, integrations, and infrastructure.
• Conduct root cause analysis and collaborate with Engineering on fixes and enhancements.
• Lead incident response and participate in on-call rotations for critical issues.
• Create and maintain technical documentation, runbooks, and FAQs.
• Identify support trends and partner with Product and Engineering on long-term improvements.

Requirements

• 4–7+ years of experience in technical support, solutions engineering, or similar customer-facing roles.
• Strong experience with SaaS platforms, APIs, databases, and cloud environments (AWS, Azure, or GCP).
• Proficiency in scripting using Python, Shell, Bash, or PowerShell.
• Solid understanding of web technologies, system architecture, and Linux environments.
• Knowledge of protocols such as DNS, HTTP/HTTPS (SSL), FTP, REST, JSON, and OAuth.

Nice to have

• ITIL or Microsoft Azure certifications.
• Experience with Docker, Kubernetes, or virtualization technologies.
• Hands-on experience with cloud platforms and SQL.
• Experience with Jira and Confluence.

Culture & Benefits

• Genuine career progression opportunities within a vast global organization.
• Hybrid working environment.
• Access to LinkedIn Learning and top-tier training courses.
• Competitive remuneration package.
• Staff purchase policy and a generous benefits scheme.