Senior Technical Support Engineer

Overview

Base pay range : CA$90,000.00 / yr - CA$95,000.00 / yr.

RecordPoint 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. We\'re a disruptor in our industry, set apart from competitors by our cutting edge technology and innovation-first mindset.

Our global customer list includes top-tier brands and government agencies like the City of New York, Westpac, National Australia Bank (NAB), Australian Prudential Regulation Authority (APRA), Security Benefit, Cupertino Electric, Australian Securities & Investments Commission (ASIC), Transport for NSW, Ausgrid, Pacific Gas & Electric (PG&E), and Delaware Life.

But there\'s more to us than the what we do — like the who behind it all. Team RecordPoint is made up of 100+ tech-driven professionals at the top of their respective fields. Together, we foster a supportive, collaborative and transparent environment, collectively working toward the singular goal of continuously doing better.

While we\'ve got all the perks you\'d expect — think truly flexible work arrangements, generous paid parental leave, 4 weeks annual leave and Employee Share Options — you might find that the greatest benefit of all is the team you join.

Scope of the role

As a Senior Technical Support Engineer at RecordPoint, you will play a crucial role in ensuring the satisfaction of our customers by providing advanced technical and business support for our software products. You will work closely with customers, as well as collaborate with internal development and product teams to resolve complex technical and business issues. The ideal candidate should have a strong technical and business background, excellent problem-solving skills, and a passion for delivering exceptional customer service.

What you will do

• Maintain a deeper understanding of the products, services, and systems you support
• 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 the subject matter expert in specific areas of the product
• Collect feedback from customers regarding product improvements and collaborate with product and engineering to enhance the product offering based on customer input
• Conduct root cause analysis to identify underlying problems and communicate with engineering to help prevent similar issues from occurring in the future
• Contribute to or update technical documentation, knowledge base articles, and FAQs to ensure that other support engineers and end-users have access to accurate and up-to-date information
• Review and improve internal processes to optimise support efficiency and stay up to date with industry best practice
• Provide training and guidance to support engineers to help them handle more complex issues in the future
• Provide onboarding services for customers in conjunction with other support engineers
• Overall, a Senior Technical Support Engineer plays a crucial role in resolving challenging product, business and technical issues and providing a higher level of expertise to customers

About you

Why RecordPoint

Know more

By checking us out on all the usual platforms, and especially our About Us page : RecordPoint About

Or our Life at RecordPoint blog : Life at RecordPoint

How to apply

Click the apply now button and send us your CV.

RecordPoint is an equal opportunities employer.

We offer a fast-paced, dedicated and enjoyable environment, working with some of the best people in the industry.

If you want to know what to expect from a RecordPoint application process, read more here : RecordPoint Careers

No recruiters please, we\'ve got this one covered.

You will need to pass a police background check to be eligible for employment at RecordPoint.

Salary ranges are a total On Target Earnings (OTE) number that is inclusive of a base salary and bonus component.

RecordPoint also offers Employee Share Options for staff as part of our long-term incentives program.

Seniority level

Not Applicable

Employment type

Full-time

Job function

Information Technology

Industries

Transportation, Logistics, Supply Chain and Storage

RecordPoint is an equal opportunities employer.

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