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Support Engineer / Technical Specialist

Intershop Asia Pacific - Melbourne, VIC

Source: uWorkin


Position Overview

A Support Engineer is required to assist Intershop Communications Australia Pty Ltd with technical support and project work in the Managed Services team. In this role, you will have the opportunity to administer Linux servers, Oracle, MySQL, and Microsoft databases and their related components. Intershop uses both Cloud and On-Premise environments to meet customer requirements and ensuring high availability. This role is integral to the success of the team, you will be expected to actively participate in projects to improve systems performance and the level of service our customers receive. 

This is a customer facing position but requires technical skills to be able to complete requests. You will be required to support, maintain, and enhance existing environments as well as design and build new environments. The Support Engineer is responsible for providing technical services across a range of clients in the APAC region. A strong focus on maintaining service quality at or above agreed targets is a must for this role. Responsibilities of this role will encompass approximately 50% infrastructure support and 50% application support. 

The candidate must also demonstrate a high level of initiative, resourcefulness, energy, and the ability to work autonomously. In return for your efforts, we offer a fun, modern, open plan working environment amongst a dedicated and multi-cultural team. It is a full-time (38 hours per week) opportunity, reporting to the Managed Services Manager with the role being located in Melbourne.

Responsibilities & Key Duties

As a Support Engineer, your responsibilities will be broad and varied. There is an expectation you have a base knowledge of server administration and are looking to continue growing your skillset.

Day to day responsibilities include but are not limited to:

  • Respond to customer requests promptly
  • Monitor and review customer implementations 
  • Test and deploy changes to internal systems and customer implementations
  • Administration and maintaining customer environments
  • Use public and private cloud hosting providers
  • Build and support new environments
  • Be part of an on-call roaster
  • Application and network Debugging 
  • Process documentation

Intershop is a PaaS and SaaS provider for large and enterprise customers. Our solutions are required to have high availability and uptime. To achieve this there is always a staff member on call to cover after hours support. From time to time you need to accept escalations from your teammates while you are not on call if they are unable to resolve the problem alone.

Skills required

  • 2+ years experience administrating any flavor of Linux, Unix, Debian, or BSD in a commercial environment
  • Good interpersonal skills
  • Experience with cloud hosting providers such as AWS or Azure
  • Experience with Puppet, Ansible, or Chef
  • Shell scripting 
  • Conceptual understanding of software version control

Skills that will put you ahead

  • Writing code in PHP, Perl or Python
  • Managing IPSec tunnels
  • Nagios configuration
  • Gradle, Jenkins, Nexus, Maven, and any other build automation tool experience
  • Software version control in either svn or git
  • The ability to write SQL queries
  • ITIL certification

In addition to these principle competencies, the successful candidate will be required to execute the following tasks: 

  • Actioning and resolving Intershop Application Support issues/tickets
  • Manage & support defect handling and maintenance resolution
  • Deliver detailed technical configuration, support documentation, and solution design
  • Scope activities for business and scheduled IT initiatives
  • Install, configure, manage and maintain application and environment configuration 

The Successful Candidate

The successful candidate will offer a bright and energetic outlook and be experienced and knowledgeable, offering the following:

  • Ideally qualification in Information Technology 
  • Experience working in IT Help Desk environment or customer-facing position
  • Excellent interpersonal and written communication skills; proven ability to liaise directly with customers in a professional and concise manner
  • Willing to be a team player to get the job done at all costs
  • Flexible 'can-do' approach, and desire to improve personally and professionally 
  • Flexibility in working timings
  • Ability to cope with a sharp learning curve
  • Ability to work under tight deadlines
  • Be excited by DevOps culture, processes, and tools

Our Company & Culture / About Intershop

Intershop is a leading provider of e-commerce software and platform solutions for enterprise organizations around the world. Intershop’s Commerce Suite, the most comprehensive application for multi-channel e-commerce on the market, caters to any business model or organizational structure. Intershop has more than 300 enterprise customers worldwide in a broad range of industries, including multi-channel retail, technology, manufacturing, and automotive. Some of our customers include HP, BMW, Australia Post, Lululemon, Miele, Bunzl, Brita to name a few.

Intershop Communications was born in Jena, Germany, in 1992 and since then have opened offices across Europe, San Francisco, and Melbourne. In our Melbourne office, we are a team of over 40 diverse people, our culture is flexible, dynamic, tolerant, and fun – we welcome people with an open mind who are passionate about the eCommerce world, are self-driven with capacity to see and implement strategies for improvement and have a great sense of humor backed by first-class customer service philosophy.