Technical Support Engineer

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

As a Technical Support Engineer, you are the technical backbone of our customer support organization. You independently own complex issues across application, integration, and infrastructure layers, from first contact through root cause and resolution. You're the critical bridge between frontline support and engineering, trusted by customers and colleagues alike to diagnose fast, communicate clearly, and close cases right. This is not a script-following role. You'll work with real enterprise environments, live production data, and customers who depend on your expertise every day.

Key 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

About you

Bachelor's degree in Computer Science, MIS, or equivalent hands-on experience

3+ years supporting enterprise software in production environments

Strong Microsoft SQL skills: query writing, data analysis, stored procedure review, performance tuning

Hands-on experience troubleshooting Microsoft Windows Server in production environments, including diagnosis and resolution issues

Working knowledge of application integrations: APIs, file transfers, and system workflows

Ability to troubleshoot across application, database, and infrastructure layers simultaneously

Advanced English communication skills - written and verbal - capable of explaining complex technical issues to both technical and non-technical audiences (TOEIC 800+ / IELTS C1 or equivalent)

Self-directed and able to manage workload independently

Preferred: Experience supporting Warehouse Management Systems (WMS) or supply chain software

Preferred: Familiarity with ITIL practices: incident management, problem management, escalation workflows

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• How many years' experience do you have as a Technical Support Engineer?
• How much notice are you required to give your current employer?

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