Job Title

RecordPoint is a data and information lifecycle management SaaS product designed to give highly-regulated organizations a competitive edge through safer, more secure, and better-managed data. We''re a disruptor in our industry, set apart from competitors by our cutting edge technology and innovation-first mindset.Our global customer list includes top-tier brands and government agencies like the City of New York, Westpac, National Australia Bank (NAB), Australian Prudential Regulation Authority (APRA), Security Benefit, Cupertino Electric, Australian Securities & Investments Commission (ASIC), Transport for NSW, Ausgrid, Pacific Gas & Electric (PG&E), and Delaware Life.But there''s more to us than the what we do like the who behind it all. Team RecordPoint is made up of 100+ tech-driven professionals at the top of their respective fields. Together, we foster a supportive, collaborative and transparent environment, collectively working toward the singular goal of continuously doing better.While we''ve got all the perks you''d expect think truly flexible work arrangements, generous paid parental leave, 4 weeks annual leave and Employee Share Options you might find that the greatest benefit of all, is the team you join.Scopeoftherole:AsanApplicationSupportEngineeratRecordPoint,youwillplayacrucialroleinensuringthesatisfactionofourcustomersbyprovidingadvancedtechnicalandbusinesssupportforoursoftwareproducts.Youwillworkcloselywithcustomers,aswellascollaboratewithinternaldevelopmentandproductteamstoresolvecomplextechnicalandbusinessissues.Theidealcandidateshouldhaveastrongtechnicalandbusinessbackground,excellentproblem-solvingskills,andapassionfordeliveringexceptionalcustomerservice.Thisroleisalate-shiftroletohelpuscoverourcustomersaroundtheglobe.Workinghourswillbefrommiddayto8pm,Monday-Friday.What you''ll do:Maintainadeeperunderstandingoftheproducts,services,andsystemstheysupport.Handlemorecomplextechnicalissuesandperformadvancedtroubleshootingtodiagnoseandresolveproblems.Takeownershipofescalatedissues,ensuringaswiftandeffectiveresolution.Becomethesubjectmatterexpertsinspecificareasoftheproduct.collectfeedbackfromcustomersregardingproductimprovementsandcollaboratewithproductandengineeringtoenhancetheproductofferingbasedoncustomerinput.Conductrootcauseanalysistoidentifytheunderlyingproblemsandcommunicatewithengineeringtohelppreventsimilarissuesfromoccurringinthefuture.Contributetoorupdatetechnicaldocumentation,knowledgebasearticles,andFAQstoensurethatLevel1supportandend-usershaveaccesstoaccurateandup-to-dateinformation.Reviewandimproveinternalprocesstooptimisesupportefficiencyandstayuptodatewithindustrybestpractice.ProvidetrainingandguidancetoLevel1supportagentstohelpthemhandlemorecomplexissuesinthefuture.ProvideonboardingservicesforcustomersOverall,Supportplaysacrucialroleinresolvingchallengingproduct,businessandtechnicalissuesandprovidingahigherlevelofexpertisetocustomersorend-users.What you bring:Bachelor''sdegreeinComputerScience,InformationTechnology,orrelatedfieldisdesirableCertificationinrelevanttechnologiesorplatformsisaplus.Provenexperienceinatechnicalsupportrole,preferablyinaSaaSenvironment.Excellentproblem-solvingandanalyticalskills.Exceptionalcommunicationandinterpersonalskills.Customer-focusedwithapassionfordeliveringexceptionalcustomerservice.Abilitytoworkindependentlyandaspartofacollaborativeteam.Abilitytoworkindependentlyandcollaborativelyinafast-pacedenvironment.Familiaritywithcustomersupporttoolsandticketingsystems.Adaptabilityandawillingnesstolearnandadapttonewtechnologies.Strongunderstandingofsoftwarearchitectureandtheabilitytoreadandunderstandcode.Knowledgeofdatabasesystems,networkingconcepts,andsecurityprinciples.Familiaritywithcloud-basedtechnologies,APIs,andwebservices.ExperiencewritingandrunningautomationscriptssuchPowerShelland/orPythonExperienceincontainerizedsolutions(e.g.Docker,Kubernetes,OpenShift)ExperienceinpowerautomateExperiencewithMicrosoftAzure,Office365,Enterprisefilesyncandshareapplications(GoogleDrive,Box,Dropboxetc.)KnowledgeofbestpracticesandIToperationsinanalways-up,always-availableservice Why RecordPointFlexibleworklifebalanceOpportunitiestogrowanddevelopFast-growthAustralian-ownedcompanyAworkplacewhereinnovationisourwayoflifePersonalDevelopmentbudgetforallstaffAccesstoEmployeeStockOwnershipPlanAbrilliantgraduateprogramthatprovidesbothmentoringandgrowthopportunitiesforallWorkonaproductthatmakesarealsocial-goodimpactontheworldGlobalopportunitiesKnow more:By checking us out on all the usual platforms, and especially our About Usor our Life at RecordPoint blog:How to apply:Click the ''apply now'' button send us your CV.RecordPoint is an equal opportunities employer. We offer a fast-paced, dedicated and enjoyable environment, working with some of the best people in the industry.If you want to know what to expect from a RecordPoint application process, read more here: No recruiters please, we''ve got this one covered.You will need to pass a police background check to be eligible for employment at RecordPoint.