Production Technical Support Engineer - SQL & ITIL Expert

Infios AU Pty Ltd; Sydney; On-site; AUD 85,000 - 110,000; Full time

Job summary

Infios AU Pty Ltd in Sydney, Australia, seeks a Technical Support Engineer to own complex issues across application, integration, and infrastructure layers from first contact through root cause and resolution.

You will diagnose production WMS/logistics environments, write SQL queries, troubleshoot API integrations, and coordinate with infrastructure and security teams while communicating clearly with customers and mentoring junior staff.

Qualifications

• Bachelor's degree in Computer Science, MIS, or equivalent hands-on experience.
• 3+ years supporting enterprise software in production environments.
• Strong SQL skills: query writing, data analysis, and performance tuning.
• Experience troubleshooting Windows Server in production.
• Experience with application integrations: APIs and file transfers.
• Ability to troubleshoot across application, database, and infrastructure layers.
• Advanced English communication skills (TOEIC 800+ / IELTS C1).

Responsibilities

• Independently own end-to-end diagnosis of application, database, integration, and performance issues in production WMS/logistics environments
• Write and review SQL queries to validate data integrity; analyze execution plans and map workflows to underlying data structures
• Troubleshoot file-based, table-to-table, and API integrations, including endpoint validation, authentication, and retry logic
• Diagnose OS-level and environment failures, coordinate with infrastructure and security teams as needed
• Manage the full case lifecycle with clear customer communication, timely updates, and root cause documentation
• Serve as escalation point for Tier 1 and collaborate with Tier 3 and Engineering on complex issues
• Mentor junior team members, contribute to the knowledge base, and participate in on-call rotations

Skills

Microsoft SQL

Windows Server

APIs & integrations

Cross-team collaboration

English communication

Education

Bachelor's degree in Computer Science or MIS

Tools

SQL Server Management Studio

Job description

Infios AU Pty Ltd in Sydney, Australia, seeks a Technical Support Engineer to own complex issues across application, integration, and infrastructure layers from first contact through root cause and resolution.

You will diagnose production WMS/logistics environments, write SQL queries, troubleshoot API integrations, and coordinate with infrastructure and security teams while communicating clearly with customers and mentoring junior staff.