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About the role:

We are seeking a skilled and dedicated Application Support Engineer to join our dynamic team. The successful candidate will play a critical role in ensuring the stability, functionality, and optimal performance of our company's software applications. The Application Support Engineer will be responsible for providing technical support, troubleshooting issues, and collaborating with various teams to enhance the user experience.

As a growing company, you will contribute to the continuous improvement of the application support function by making appropriate recommendations to enhance our processes and services. Having the right attitude, being willing to learn, and being comfortable with some uncertainty will make you a success in this role. If you think you have these attributes, but lack some of the ideal skills, knowledge, or experience, we encourage you to apply anyway.

Please note this role may require you to work on-call or on the occasional Saturday from time to time. Monday to Friday can be rostered between 7am and 8pm.

About us:

Making a meaningful difference with mission-critical software that empowers communities to thrive. 

We’re an ASX-listed company which means we are stable, have a strong track record of sustainable growth and have a significant number of long-term customers. So, what does this mean for you? It means we can offer you an experience that will push you to be your best, provide career-building challenges, and that will offer you numerous growth opportunities that can’t be found in any other company. 

It’s an inclusive environment where there is no place for politics, where we get our heads together to solve the problems that really matter to our customers, and where we always stay focused on our north star – the communities we serve, and society at large. 

You will get to:

  • Provide efficient and effective 3rd level technical support to end-users, responding promptly to inquiries and resolving application-related issues. 
  • Investigate, analyse and problem-solve Incidents raised via our Incident Management System, Jira
  • Use application log files, SQL and other diagnostic tools and methodologies to resolve issues, including data issues, coding issues and reviewing application and Windows/SQL logs to identify the cause.
  • Liaise with Problem Management, Development and Product teams as well as Third Party subcontractors when required.
  • Replicate persistent issues in the applications, using local test systems to identify potential bugs to be logged with Development for fix.
  • Validate Bug Fixes & enhancements through thorough QA and Regression testing. 
  • Communicate with customers regularly over issues and problems that they encounter

More about you:

  • You have excellent communications skills, both written and verbal, with the ability to convey technical information to non-technical users. 
  • You have a strong proficiency in troubleshooting and problem-solving techniques, with the ability to analyse complex issues and devise effective solutions 
  • You have a can-do attitude and the ability to know what you don’t know, and learn on the job 
  • You keep your cool under pressure, and are used to fast paced styles of working 
  • You have an outstanding attention to detail – often noticing things others might miss 
  • You are familiar with ITIL practices and principles 
  • Experience working in application support, preferably for a SaaS provider, IT help desk, or related role. 
  • Experience working in DevOps and Agile environments. 
  • Experience with major incident management preferred. 
  • Experience with supporting enterprise-level software applications and familiarity with various operating systems (Windows, macOS, Linux).

You might have some of the below (advantageous but not mandatory): 

  • Familiarity with JIRA Service Desk and Confluence 
  • Proficiency in SQL and database concepts for querying and analysing data
  • Knowledge of scripting languages (Python, PowerShell, etc.) for task automation 
  • Knowledge of API / Integration testing tools (SOAPUI, Postman etc) 
  • Ability to troubleshoot SVN/Source Control Queries 
  • Experience working in or with the Government/Civil service is also desirable

Why you should become a ReadyTecher: 

  • A day off for your birthday- hip hip hooray! 
  • Additional 4 days of leave each year 
  • ReadyTecher Awards each quarter with the chance to win a getaway (flights and accommodation included, details and destination to be discussed with the winner!) 
  • Access to Caboodle, our EAP and benefits system
  • Paid parental leave 
  • Additional paid leave for miscarriage, endometriosis and menopause 
  • Volunteer leave 
  • Flu vaccinations 
  • And plenty of ReadyTech merch drops along the way! 

ReadyTech is committed to seeing things through each other's eyes. We invest deeply in relationships by offering positivity, fairness and empathy in every interaction and love that everyone is different. We're proud to be an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status and more - so that every single one of us can feel like we belong. 

As part of our commitment to ensuring a safe and secure working environment for all employees and in compliance with UK regulations, please note that if selected for this role, you will be required to complete a comprehensive Baseline Personnel Security Standard and UK Government Security Check. Should you have any questions or concerns regarding these requirements, please feel free to contact us.

So, if you are ready for anything, please apply today. Please note that if your application is progressed to the next stage, we will send you some testing to complete as part of your application as we have found this helps us to quickly identify potential ReadyTechers!

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Confirmed 8 hours ago. Posted 13 days ago.

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