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    Application Support Engineer - Melbourne, Australia - Tyro

    Tyro
    Tyro Melbourne, Australia

    3 weeks ago

    Default job background
    Full time
    Description

    About the role

    The Application Support Engineer plays a vital role in our success by reviewing, investigating, and resolving customer technical issues. This position requires strong analytical thinking to diagnose complex technical problems and a solution-oriented mindset to deliver timely resolutions. You'll collaborate across customer support and development engineering teams and apply troubleshooting tools to identify potential product defects and configuration changes. Additionally, you'll proactively analyse trends to identify potential product improvements, and identify opportunities to improve service level expectations. Whilst based in Melbourne, you will report to the Platform Manager

    What you'll do

      • Customer technical issue resolution
      • Responds to and manages customer inquiries in collaboration with our customer support team to addressing technical issues in a timely and professional manner.
      • Diagnose technical problems systematically, isolating root causes and testing for potential corrections.
      • Leverages technical tools such as database clients, application logs and administration applications to investigate and resolve technical issues.
      • Collaborate with other departments such as customer support, to resolve customer issues as needed.
      • Accurately records customer issues and steps taken for troubleshooting and corrections applied for future reference.
    Software developmentIdentifies, designs and codes product defect fixes and enhancements. Ensures fixes and enhancements are production ready. Ensuring applications and systems are up to date with patching to prevent security vulnerabilities. Helping to identify opportunities for improved operational readiness, such as logging, automated alerting and troubleshooting.Product knowledgeUnderstands the product and software such as common uses, potential error points and configuration variations. Creates and maintains support documentation to share knowledge between team members. Stay updated on product knowledge, features, and benefits through ongoing training and collaboration. Demonstrates a deep understanding of the products or services offered to address customer issues effectively. Uphold and contribute to Tyro's strong risk culture by complying with our policies, completing mandatory training and identifying and managing risks within your day-to-day work

    What you'll bring

      • Bachelor's degree in computer science, information technology (IT), or related field.
      • Working knowledge of some or most of these areas: NodeJS, MongoDB, Git, AWS, CI/CD, UNIX scripting
      • Basic understanding of: File systems, Accounts and access control, Logging and auditing, Resource and performance monitoring, Databases
      • Applies analytical thinking – demonstrates the ability to break down complex issues into smaller, more manageable parts and identify underlying causes.
      • A solution-oriented mindset - proactive in researching and testing different solutions to resolve technical problems.
      • Excellent time management – by prioritising and handling multiple issues concurrently.
      • Collaborative approach – works effectively with customer support and development teams when issues require escalation or clarification.
      • Demonstrates customer advocacy – with a genuine desire to help customers, viewing issues as opportunities to provide valuable assistance.

    Must have

      • Australian/New Zealand citizenship.
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