Enterprise App Support Engineer — Hybrid Sydney

Cox Purtell; Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Hybrid work arrangement

Conversion potential

Job summary

Cox Purtell is recruiting for an enterprise technical support professional to manage complex support cases end-to-end in a hybrid Sydney role. You will triage, investigate, troubleshoot, escalate when needed, and maintain clear communication with customers throughout the lifecycle.

The role emphasizes root-cause analysis, cross-functional collaboration with engineering and product teams, and handling multiple cases concurrently in a high-volume environment.

Qualifications

• Working knowledge of SQL and relational databases; able to write basic queries and understand data relationships.
• Comfort working in a Linux environment; can navigate terminal, run commands and review logs.
• Solid understanding of ITIL and enterprise support processes, including ticket triage, escalation, and SLA adherence.

Responsibilities

• Manage technical support cases end-to-end, triaging, investigating, troubleshooting and escalating when needed.
• Communicate clearly with customers throughout the case lifecycle and manage multiple cases concurrently.
• Collaborate with engineering and product teams when complex issues arise and perform root-cause analysis.

Skills

SQL knowledge

Linux navigation

ITIL knowledge

Customer communication

Tools

REST APIs

SOAP APIs

SSO

LDAP

Job description

Cox Purtell is recruiting for an enterprise technical support professional to manage complex support cases end-to-end in a hybrid Sydney role. You will triage, investigate, troubleshoot, escalate when needed, and maintain clear communication with customers throughout the lifecycle.

The role emphasizes root-cause analysis, cross-functional collaboration with engineering and product teams, and handling multiple cases concurrently in a high-volume environment.