Remote Support Engineer I: Troubleshooting & Impact

Precisely; Sydney; Remote; AUD 90,000 - 120,000; Full time

Job summary

Precisely is seeking a remote Technical Support specialist to provide expert assistance for our software solutions. The role involves problem determination, root-cause analysis, and clear communication with customers.

You will collaborate with multiple teams to drive issues to resolution while contributing to support tools and processes. We value 2–4 years of relevant experience, strong troubleshooting and communication skills, and familiarity with Docker, VMs, REST APIs, and IBM Sterling

Qualifications

• 2-4 years related programming or operations/technical support experience or consulting services.
• Excellent communication (oral and written), analytical and troubleshooting skills.
• OS experience in UNIX and/or Windows and/or LINUX and/or AS400.
• Database experience in Oracle and/or DB2 and/or MS SQL and/or MySQL.
• Java: read and debug an OO language; Jdbc/Jdk/Jvm; handle stack traces.
• Knowledge of protocols/standards: http/https, ftp/sftp, SOAP, SMTP, POP, AS2, RosettaNet.
• Ability to own complex issues and see them through to completion.
• Able to prioritize and handle multiple issues simultaneously.
• Attention to detail and accuracy.
• Understanding of Docker and troubleshooting on Docker platform.
• Experience with Virtual Machines.
• Knowledge of User Exits and Rest API.
• Exposure to IBM Sterling B2B Portfolio would be advantageous.
• Ability to work independently in a fast-paced environment.
• Team players welcome and able to contribute in a team.
• Willing to work flexible hours.
• AA/AS in Computer Science or related technical experience.

Responsibilities

• Provides live support to customers including periodic weekend shifts for On Call Support.
• Responds to queries via phone, email and web.
• Defines, analyzes, and resolves customer issues in a timely & accurate manner.
• Provides periodic updates to customers, colleagues and management on issue status.
• Updates status in incident tracking and follows up on escalated issues.
• Documents complex resolutions for customers and internal reference.
• Assists senior team members with complex issues to gain experience.
• Ensures SLAs between customers and Sterling are met.
• Contributes to knowledge base content on an ongoing basis.

Job description

Precisely is seeking a remote Technical Support specialist to provide expert assistance for our software solutions. The role involves problem determination, root-cause analysis, and clear communication with customers.

You will collaborate with multiple teams to drive issues to resolution while contributing to support tools and processes. We value 2–4 years of relevant experience, strong troubleshooting and communication skills, and familiarity with Docker, VMs, REST APIs, and IBM Sterling