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Customer Support Services Engineer

The Network - Canberra, ACT

Source: uWorkin



  • Be part of a Global Business that is championing Biometrics capability
  • Permanent Opportunity
  • Work alongside other advaced technology experts passionate about development

About the Company:

Leading Security Software Company that provide cutting edge security solutions are looking for a Customer Support Services Engineer to join the Australian HQ in Canberra. As part of a global engineering team located in the US and Ireland, due to rapid growth and success, the business is growing rapidly in Australia. Australia HQ in Canberra team is looking to grow over the next 12 months opening the door to world of career opportunities. This team drive innovation and automation of the complex DevOps environment to ensure they remain a market leader in security software solutions. With a range of SaaS and cloud based applications that can be delivered to customers around the time, anytime and anywhere. The software development hinges upon the streamlined and cutting-edge delivery through cloud and infrastructure services to customers around the world.

About the role:

Work with customers and internal teams to expedite the diagnosis and resolution of technical incidents and software licensing issues assigned to the Customer Support group in line with service level agreements.

You will work with a global team to provide high quality customer support through the performance of triage and troubleshooting, log file analysis, software delivery, ticketing administration, sample app SDK testing, and processing third party and license requests.

In addition to remote assistance and troubleshooting, there may be occasional requirements for on-site product installation, performance improvement, or training delivery.

Essential Functions & Role Responsibilities:

* Provides comprehensive and professional customer support to ensure customer satisfaction

* Triaging new support incidents, testing biometric sample applications with our Android SDK and iOS SDK, and providing customer solutions either directly or via escalation processes.

* Maximizing customer satisfaction on application development issues by understanding our customer's needs, consulting with our software development team, and providing technical solutions.

* Support readiness testing of new product releases, its documentation, SDKs and sample apps.

* Delivering and tracking software releases and documentation to customers.

* Building customer reference environments in AWS using the sample mobile apps as health checks.

* Authoring, publishing and updating knowledge base articles and web content.

* Tracking and managing internal and third-party software licenses.

* Administer and improve our Customer Support Portal and other business tools.

* Participate in the on-call weekend rotation as remote support for the global "follow the sun" model.

* Maintains a positive, empathetic and professional attitude toward customers at all times

* Responds promptly to customer inquiries

* Communicates with customers through various channels; chat, email & phone

* Obtains product mastery in order to respond to customer concerns promptly and accordingly

* Keeps records of customer interactions, transactions, comments/complaints/feedback

* Regularly Communicates and coordinates with colleagues as necessary

* Provides feedback on the efficiency of the customer service process


  • Fast paced environment
  • Love for technology
  • Customer focused
  • Highly skilled and collaborative ICT Professionals

Skills and Experience:

* Prior Experience working in a customer support role whilst partnering with internal teams to effectively resolve issues through email, live chat

* Mobile device integration testing or SDK experience.

* Strong knowledge of API and ability to conduct/create REST and SOAP web services call for testing.

* Basic knowledge of system administration (both Linux and Windows)

* Good knowledge of scripting languages (PowerShell, Bash, etc)

* Experience with AWS and its various services (EC2, RDS, VPC, S3, Route53)

* Basic knowledge of SQL database administration (SQLServer, Oracle, MySQL)

* Understanding of TLS/SSL, Apache Tomcat, and security certificates.

* Understanding of common network protocols and services (DNS, HTTP, SSH, SMTP, LDAP)

* Basic programming skills (OOP)

* Familiarity with mobile development languages (Swift/Obj-C and Java/Kotlin)

* Experience with critical incident response

* Familiarity with at least one source code management system. (Preferably Git)

How to apply

Click APPLY or contact Lauren 0413064342 - [email protected]t.com for a confidential discussion.