Ctrm Support Engineer

Eka Software Solutions; Adelaide; On-site; AUD 90,000 - 120,000; Full time

Job summary

Quoreka is expanding its support team in Adelaide, Australia and we are looking for a CTRM Support Engineer to provide front-line support for Quoreka's CTRM platform across our APAC customer base, helping clients keep their trading, physical operations and risk processes running with maximum uptime.

As the role runs on a 24/7 rotating on-call roster alongside business-hours support, you will work from our Adelaide office and collaborate closely with Engineering, Product and Professional Services

Qualifications

• 3–8 years' experience in application support, functional consulting or implementation of enterprise software, ideally CTRM/ETRM or ERP.
• Sound understanding of commodity trading business concepts: physical and derivative trades, contracts, logistics, pricing, settlements and risk.
• Working knowledge of relational databases and SQL, and basic scripting skills.

Responsibilities

• Provide Tier 1 phone support for CTRM clients as part of a 24/7 rotating on-call roster, and handle email and ticketed support requests during business hours.
• Respond to and resolve support requests within the timeframes set out in client support agreements (SLAs).
• Log, record and categorise all support requests, and track each item through to completion.
• Build strong working relationships with client users, acting as a trusted local point of contact in the region.

Skills

Relational databases

SQL

Analytical skills

Troubleshooting

Communication skills

On-call support

Education

Engineering degree in Computer Science/Information Systems

Tools

Jira Service Management

REST APIs

XML/JSON

Job description

About Quoreka :

Quoreka has a formidable presence in the vendor solutions market for metals, energy, and agriculture. Catering a wide range of asset classes, our company utilizes a cloud-based suite of CTRM and ETRM solutions enhanced by AI/ML technology, alongside Supply Chain Management and E-Sourcing products. Today, we boast of extensive CTRM/ETRM expertise across softs, ags, fertilizers/chemicals, liquids, precious metals, concentrates, energy and much more.

Quoreka is able to provide the industry with a very unique offering that meets the growing demands of commodity traders, energy merchants, miners, industrials to producers providing best-in-class functionality, user experience, technology and services. Our product roadmap is innovation-centric, focusing on AI and delivering strong product value propositions with clear short-term, medium-term, and long-term goals. Quoreka has over 200 employees and offices across the UK, India, Australia, Switzerland and Canada, serving ~100 customers globally across multiple commodity segments.

About the Role :

Quoreka is expanding its support team in Adelaide, Australia and we are looking for a CTRM Support Engineer to provide front-line support for Quoreka's CTRM platform across our APAC customer base, helping clients keep their trading, physical operations and risk processes running with maximum possible uptime. As our clients' operations run around the clock, this role includes a 24/7 rotating on-call support roster alongside business-hours support. The role is based in our Adelaide office and works closely with Engineering, Product and Professional Services teams globally.

Education :

Engineering degree in Computer Science, Information Systems, or a related field, from a recognized University.

Required Skills & Experience:

• 3-8 years' of experience in application support, functional consulting or implementation of enterprise software, ideally CTRM/ETRM or ERP.
• Sound understanding of commodity trading business concepts: physical and derivative trades, contracts, logistics, pricing, settlements and risk.
• Working knowledge of relational databases and SQL, and basic scripting skills.
• Strong analytical, troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills, comfortable with phone, email and in-person client interactions.
• Willingness and availability to participate in a 24/7 rotating on-call support roster, including after-hours, weekends and public holidays.
• A calm, customer-focused approach under pressure, and the ability to work independently and as part of a distributed, global team.
• Compliance with client Drug and Alcohol policies and other HSE/WHS requirements.

Good to Haves:

• Hands-on experience supporting a CTRM/ETRM platform.
• Exposure to the agribusiness, mining or food and beverage commodity industries.
• Experience with ticketing/ITSM tools (e.g., Jira Service Management) in an SLA-driven support environment.
• Familiarity with cloud platforms (AWS/Azure), APIs and integrations (REST, XML/JSON).
• Experience with automation tooling and deployment scripting.

Key Responsibilities

Customer Support

• Provide Tier 1 phone support for CTRM clients as part of a 24/7 rotating on-call roster, and handle email and ticketed support requests during business hours.
• Respond to and resolve support requests within the timeframes set out in client support agreements (SLAs).
• Log, record and categorise all support requests, and track each item through to completion.
• Build strong working relationships with client users, acting as a trusted local point of contact in the region.

Issue Analysis & Resolution

• Analyse, reproduce and document functional and data issues across CTRM workflows such as trade capture, contracts, logistics, invoicing/settlements, positions and P&L reporting.
• Investigate issues using SQL queries, application logs and integration messages, and elevate defects to the Engineering team with clear reproduction steps.
• Resolve support defects, or test rectifications of defects received from the Engineering team.
• Capture client requirements and issues accurately, relay them to internal teams, and communicate solutions back to the client.

Releases & Continuous Improvement

• Undertake regression testing of product releases and assist with deployments to client environments.
• Prepare reporting on support items and contribute to support documentation and knowledge articles.
• Share CTRM best practices with clients and feed recurring issues and improvement ideas back to the Product team.