Senior Cloud Application Support Engineer

Posted: 13 May 2022

Company Profile

ipSCAPE is a cloud-based Software as a Service (Saas) company with its head office in North Sydney and a large national presence servicing multiple government and enterprise clients across Australia. In addition, the company has expanded via international partners who distribute ipSCAPE software to clients in over 30 countries throughout Asia and Europe.

We’re looking for an experienced Senior Cloud Application Support Engineer to support the growth of our business, who is passionate about client service and motivated to stay updated with current and new technologies. You must demonstrate that you can quickly learn new technologies and procedures and work autonomously on a wide variety of technologies.

The Role

The ideal candidate for this role will have advanced Linux & MYSQL experience and will be someone who is adaptable and flexible to changes within the company. Someone who is technically hands-on and happy to roll up their sleeves to get into the details as well as work with business leaders and stakeholders.

You will work with a highly-talented local application support team supporting the ipSCAPE product all over the world. You will work closely with the Platform, Operations and Development team and be part of exciting projects.

Responsibilities

  • Monitor and respond promptly and professionally to L2 technical support queries and incidents via the Service Desk ticketing system, face-to-face, email and telephone
  • Investigate technical issues within the ipSCAPE platform
  • Manage the platform performance of ipSCAPE
  • Manage internal and external communication regarding issues throughout the issue life cycle
  • Sharpen your technical powers by deep diving into databases, logs, and traces to get to the root cause of any issue
  • Master your knowledge of the ipSCAPE product
  • Reporting tasks to support the Finance department in the billing process
  • Professional Services, e.g. building custom reports
  • Orchestrate multiple tasks at the same time
  • Be part of exciting projects

Required Skills & Experience

  • 4+ years experience with L2 technical support experience within a SaaS company
  • MySQL/SQL Scripting skill as you will be building scripts and queries
  • Strong Linux skills; fluent in Linux commands and troubleshooting
  • Good communication skills
  • Comfortable commuting at least 3 days to our North Sydney office

Bonus Points

  • PHP/ scripting skills desired
  • Knowledge of BI tools E.g. – Power BI, Tableau
  • Contact centre experience
  • VoIP experience – Knowledge of Asterisk and open-source SBC’s
  • Microsoft Azure
  • Analytical mindset and the ability to translate technical requirements to non-technical end-users

The Rewards

  • To work with one of Australia’s Best Places to Work
  • Gain industry-recognised Microsoft certifications, including specialisations in Cloud skills as part of the Azure Administrator Certification Track
  • Training, mentoring and development opportunities
  • Career progression to explore different parts of our business
  • Social and Fitness Wellbeing initiatives
  • Active Internal Social club – monthly social events
  • An open, inclusive and collaborative Work Culture where ideas are shared
  • Employee Assistance Program

    Personal details

    Application documents