Support Engineer - B2B Integration

Precisely; City of Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Precisely is seeking a Support Engineer to resolve complex customer issues across Sterling B2B Integrator, Sterling File Gateway, and related platforms. You will work with UNIX/Linux environments, containerized deployments, and AI-assisted tooling to accelerate troubleshooting and documentation.

The role requires 2–5 years in technical support, strong communication, and the ability to learn new technologies quickly. A Bachelor’s or Master’s in CS or equivalent experience is expected.

Qualifications

• Bachelor’s or Master’s degree in Computer Science or a related field (equivalent work experience accepted).
• 2-5 years of experience in Technical Support or related customer-facing technical roles.
• Excellent communication (oral and written) and strong troubleshooting skills.
• Experience with Sterling B2B Integrator and Sterling File Gateway.
• Unix/Linux knowledge and administration (AIX, Red Hat, Solaris, HP-UX).
• Container and virtualization technologies: Docker, Kubernetes, OpenShift, and related tooling.

Responsibilities

• Provide world class technical support via phone, email, and remote desktop while meeting SLA requirements.
• Address and resolve issues quickly to ensure customer satisfaction.
• Investigate, analyze, and solve complex problems across platforms, software systems, and databases.
• Determine root cause across product, third-party libraries, or customer code and platform libraries.
• Continuously learn new technology and share knowledge within the team.
• Create internal and external Knowledge Base documentation for customers and teammates.
• Debug and provide solutions addressing product issues and enhancements.
• Participate in periodic weekend on-call support shifts.

Skills

Technical support

Troubleshooting

Customer relations

Analytical thinking

Communication

Learning agility

Education

Bachelor’s or Master’s in CS or related field

Tools

Docker

Kubernetes

OpenShift

AIX LPAR/WPAR

Solaris Containers

Sterling B2B Integrator

Sterling File Gateway

Global Mailbox

Job description

Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (\u201cPrecisely\u201d) is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.

Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!

Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge.

Overview:

Precisely Support Engineers drive to solve complex issues and develop unique solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our technical support group to help drive the success of their Precisely Data Integration investments, including Precisely Connect products and Sterling B2B Integrator. Strong problem-solving skills, technical depth, communication, and the ability to develop creative solutions are a must.

What you will do:

• Provide world class technical support over the phone, email, and remote desktop connections, including meeting SLA requirements, updating stakeholders in a timely manner, and documenting and recording critical information.
• Address and resolve issues quickly and effectively to ensure customer satisfaction.
• Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
• Understand the complexities of enterprise systems and determine if the cause of an issue is within the product, third-party libraries, user-developed code or jobs, or platform libraries.
• Continuously learn new technology, tools, and systems, and share that knowledge within the team.
• Create comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
• Debug and provide recommended solutions and tools to address product issues and enhancements.
• Participate in periodic weekend on-call support shifts.

What we are looking for:

• Education: Bachelor’s or Master’s degree in Computer Science or related field (equivalent work experience will be accepted in place of the education requirement).
• 2-5 years of experience in Technical Support, Application Support, Product Support, Managed Services or a related customer-facing technical role.
• Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting skills.
• Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
• A strong desire to learn new technology and the ability to understand new concepts quickly.
• Experience supporting Sterling B2B Integrator/Sterling File Gateway/Global Mailbox.
• UNIX/Linux (AIX, Red Hat EL, Solaris, HP-UX) knowledge and administration.
• Container and virtualization technologies: Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, Solaris Containers.
• Understanding of database management systems including relational database design principles, tuning, SQL execution, and configuration.
• Understanding of networking design principles, including TCP, IP, HTTP/S, S/FTP, SMTP, AS2, and other data communication protocols.
• Experience supporting Sterling B2B Integrator / Sterling File Gateway.
• UNIX/Linux (AIX, Red Hat EL, Solaris, HP-UX) knowledge and administration.
• Container and virtualization technologies: Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, Solaris Containers.

AI Skills/Knowledge:

• Ability to leverage AI-powered tools (e.g., Claude, GitHub Copilot, ChatGPT) to accelerate troubleshooting, research, and documentation.
• Familiarity with AI-assisted log analysis and anomaly detection to speed root-cause identification.
• Openness to adopting AI-driven workflows as part of daily support operations.

The personal data that you provide as a part of this job application will be handled in accordance with relevant laws. For more information about how Precisely handles the personal data of job applicants, please see the Precisely Candidate Privacy Notice