Support Engineer I

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

This role specialises in providing remote technical support for Precisely software and solutions. You will provide technical support to customers, using problem determination and root-cause identification skills to diagnose and resolve issues.You will collaborate with other support teams to prioritise and drive problems through to resolution, while communicating clear action plans and updates to customers. You will also contribute to improving technical support tools, procedures and processes, and may have opportunities to share knowledge and mentor others within the team.The role contributes to delivering a high level of customer satisfaction and achieving the broader objectives of the Support organisation.

Key responsibilities

• Provides live support to customers that includes periodic weekend shifts for On Call Support.
• Responds to queries from customers and Professional services Consultants, via phone, email and web.
• Defines, analyzes, and resolves customer issues in a timely & accurate manner.
• Provides periodic updates to the customers, co-workers, and management on the status of outstanding issues.
• Updates status of issues in the incident tracking system and performs appropriate follow-up on escalated issues.
• Documents complex issue resolutions for both the customer and internal reference, following the appropriate support processes.
• Assists senior team members with complex issues to gain experience and exposure to more advanced problems.
• Responsible for ensuring that the Service Level Agreements (SLAs) between customers and Sterling are met consistently.
• Contributes, reviews and maintains knowledge base content on an ongoing basis.

What we're looking for

• 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 one or more areas of UNIX and/or Windows and/or LINUX and/or AS400.
• Database experience in one or more areas of Oracle and/or DB2 and/or MS SQL and/or MySQL.
• Java: Ability to read and step through an Object Oriented Language, preferably Java; Jdbc, Jdk, Jvm, stack traces.
• Knowledge in one or more areas of the following Protocols/Standards: http/https and/or ftp/sftp and/or SOAP and/or SMTP and/or POP and/or AS2 and/or Rosetta Net.
• Ability to take ownership of complex issues/assignments and follow through to completion.
• Demonstrates aptitude to prioritize and handle multiple issues simultaneously
• Strong attention to detail and accuracy.
• Understanding of Docker concept and ability to troubleshoot issues on docker platform.
• Ability to work with Virtual Machines.
• Knowledge on User Exits and Rest API.
• Exposure to IBM Sterling B2B Portfolio (Sterling B2B Integrator., B2Bac, Sterling File Gateway and Sterling Connect: Direct would be an advantage.
• Ability to work independently in a fast paced environment.
• Ability to function and contribute in team environment.
• Willing to work flexible hours.
• AA/AS in Computer Science or related technical experience.

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.