CTRM Support Engineer (24/7 On-Call)

Quoreka; Adelaide; On-site; AUD 90,000 - 130,000; Full time

Job summary

Quoreka is expanding its Adelaide-based CTRM Support team to provide front-line assistance for the CTRM platform across the APAC region. The role involves 24/7 on-call duties alongside business-hours support, collaborating with Engineering, Product and Professional Services globally.

Ideal candidates have 3+ years in enterprise software support, strong SQL and communication skills, and a customer-focused mindset.

Qualifications

• 3+ 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.
• Strong analytical, troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills, comfortable with phone, email and in-person client interactions.
• Willingness to participate in a 24/7 rotating on-call support roster.
• Calm, customer-focused approach under pressure, ability to work independently and in distributed teams.
• Compliance with client Drug and Alcohol policies and other HSE/WHS requirements.

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 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 contact in the region.
• Analyze, reproduce and document issues across CTRM workflows such as trade capture, contracts, logistics, invoicing/settlements, positions and P&L reporting.
• Investigate issues using SQL queries, logs and integration messages, and elevate defects with clear steps.
• Resolve defects or test rectifications from Engineering.
• Capture client requirements and communicate solutions back to the client.

Skills

Application support

Trading concepts

SQL

Analytical skills

Communication

On-call flexibility

Compliance

Education

Engineering degree (CS/IS)

Tools

Jira Service Management

REST APIs

XML/JSON

AWS

Azure

Automation scripting

Job description

Quoreka is expanding its Adelaide-based CTRM Support team to provide front-line assistance for the CTRM platform across the APAC region. The role involves 24/7 on-call duties alongside business-hours support, collaborating with Engineering, Product and Professional Services globally.

Ideal candidates have 3+ years in enterprise software support, strong SQL and communication skills, and a customer-focused mindset.