Job Title

Technical Application Support SpecialistJoin to apply for the Technical Application Support Specialist role at GreshamA Technical Application Support Specialist is an experienced diagnostician with the ability to investigate and resolve complex application problems in bespoke solutions. Responsible for providing exceptional technical support and managed service to Gresham''s global product portfolio customers to ensure quick response times, low levels of downtime and excellent issue resolution. This is a senior and challenging role, suitable for experienced candidates who are driven to solve complex problems and become subject matter experts.About the candidateYou will be experienced in, and enjoy, deepdive technical support of rapidly developing and bespoke enterprise software applications. This includes log analysis and issue replication, frequently relating to issues that have not been investigated before. Candidates who primarily rely on preexisting solutions, web searches or generative AI to support industry standard applications are unlikely to succeed in this role. We will provide training on any missing technical skills; these are secondary to your outstanding investigative and problemsolving skills.Key ResponsibilitiesUse your strong diagnostic techniques to identify the root cause of the problem, find solutions via fix or workaround advice, or escalating to the Development teamReacting quickly to customer demands, awareness of ticket priorities, SLAs and customer requirements is second nature to youDeliver market leading customer service that always aims to exceed demanding customer SLAs, escalating in a timely and appropriate mannerEnsure all customer contact and ticket progression is documented in a professional and informative way on the incident management system, enabling cross team collaboration and a consistent customer experienceReplicate customer issues where appropriate to ensure a deeper understanding of problemsBuild and maintain good customer relationships by attending conference calls where appropriate, without assistance from senior peersProvide lead application support for Gresham products acting as an acknowledged Subject Matter Expert in agreed areas of specialisationLiaise with senior members of Development, Product Management and Professional Services to drive product improvement and project understandingAs part of a global team, you will primarily be working during Australia office hours.Provide out of hours weekend oncall cover when required.Key SkillsAbility to process large amounts of information rapidly, while still identifying the key detailsOutstanding problem solving and diagnostic skillsRemains calm under pressure, working quickly and accuratelyEducated to degree level, or appropriate equivalent professional experience in the workplacePrevious experience in a technical application support roleExperience in a FinTech environmentExperience of database technologies such as MySQL; PostgreSQL; OracleExperience with Windows Server and Linux operating systemsExperience of cloud technologies, in particular AWSExperience with Kafka and Kubernetes is highly desirable.AttributesDriven to solve problemsSelfmotivated and able to work autonomously, while retaining a highly collaborative approachAble to lead on adhoc projects and requestsDemonstrable customer service and communication skills, remaining calm and professional even when faced with complex problems or difficult situationsAble to work proactively as part of a team, manage own workload and progress tickets without supportAble to demonstrate strong verbal and written communication skills, including report writing and delivering presentationsAble to adapt to a diverse customer base maintaining exceptional levels of customer serviceKey StakeholdersReports to Regional Customer Success Manager or a Team LeadKey customer contactsProfessional Services, Customer Support, Development and Sales teamsSenior Leadership teamSeniority levelAssociateEmployment typeFulltimeJob functionBusiness DevelopmentIndustrySoftware Development #J-18808-Ljbffr