B2B Integration Support Engineer — AI-Driven Troubleshooter

Precisely

Australia

On-site

AUD 90,000 - 130,000

Full time

14 days+

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Job summary

Precisely is seeking an experienced Support Engineer to drive world‑class technical assistance for customers using Precisely Connect and related data integration products. You will resolve complex issues across platforms, databases, and cloud services, delivering timely, accurate solutions while upholding SLA commitments.

We value strong communication, analytical problem solving, and a proactive, learning mindset as you grow with a fast‑moving AI‑first team.

Qualifications

Bachelor's or Master's degree in Computer Science or a related field (equivalent work experience accepted).
2-5 years of experience in Technical Support, Application Support, Product Support, Managed Services or related customer-facing technical role.
Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting skills.
Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
A strong desire to learn new technology and the ability to understand new concepts quickly.
Experience supporting Sterling B2B Integrator/Sterling File Gateway/Global Mailbox.
Unix/Linux knowledge and administration (AIX, Red Hat EL, Solaris, HP-UX).
Database systems: Oracle, Teradata, Microsoft SQL Server, Vertica, DB2, ODBC, Snowflake.
Cloud Services: Azure, GCP, EC2, EMR, S3, RedShift.
Container and virtualization: Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, Solaris Containers.
Understanding of database management systems including relational design, tuning, SQL execution, and configuration.
Networking principles: TCP, IP, HTTP/S, S/FTP, SMTP, AS2, and data communication protocols.

Responsibilities

Provide world-class technical support over phone, email, and remote desktop, meeting SLA requirements, updating stakeholders, and documenting critical information.
Address and resolve issues quickly and effectively to ensure customer satisfaction.
Investigate, analyze, and solve complex problems across platforms, software systems, and databases.
Understand enterprise system complexities to determine if the issue is in product, third‑party libraries, user code, or platform libraries.
Continuously learn new technology, tools, and systems, and share knowledge within the team.
Create comprehensive internal and external Knowledge Base documentation for customers and team members.
Debug and provide recommended solutions and tools to address product issues and enhancements.
Participate in periodic weekend on‑call support shifts.