Technical Customer Support Engineer

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 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.
• Be part of a weekly on-call customer support roster.
• 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 https://www.protechtgroup.com/ to find out a little more about working with us.