At a Glance
- Tasks: Own complex technical issues and bridge support with engineering teams.
- Company: Dynamic tech company focused on innovative solutions and customer satisfaction.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Join a collaborative team and mentor junior members while advancing your career.
- Why this job: Make a real impact by solving critical issues in live production environments.
- Qualifications: Bachelor's degree or equivalent experience, strong SQL skills, and troubleshooting expertise.
The predicted salary is between 79826 - 97565 $ per year.
As a Technical Support Engineer, you are the technical backbone of our customer support organization. You independently own complex issues across application, integration, and infrastructure layers, from first contact through root cause and resolution. You're the critical bridge between frontline support and engineering, trusted by customers and colleagues alike to diagnose fast, communicate clearly, and close cases right. This is not a script-following role. You'll work with real enterprise environments, live production data, and customers who depend on your expertise every day.
Key responsibilities
- Independently own end-to-end diagnosis of application, database, integration, and performance issues in production WMS/logistics environments.
- Write and review SQL queries to validate data integrity; analyze execution plans and map workflows to underlying data structures.
- Troubleshoot file-based, table-to-table, and API integrations, including endpoint validation, authentication, and retry logic.
- Diagnose OS-level and environment failures, coordinate with infrastructure and security teams as needed.
- Manage the full case lifecycle with clear customer communication, timely updates, and root cause documentation.
- Serve as escalation point for Tier 1 and collaborate with Tier 3 and Engineering on complex issues.
- Mentor junior team members, contribute to the knowledge base, and participate in on-call rotations.
About you
- Bachelor's degree in Computer Science, MIS, or equivalent hands-on experience.
- 3+ years supporting enterprise software in production environments.
- Strong Microsoft SQL skills: query writing, data analysis, stored procedure review, performance tuning.
- Hands-on experience troubleshooting Microsoft Windows Server in production environments, including diagnosis and resolution issues.
- Working knowledge of application integrations: APIs, file transfers, and system workflows.
- Ability to troubleshoot across application, database, and infrastructure layers simultaneously.
- Advanced English communication skills - written and verbal - capable of explaining complex technical issues to both technical and non-technical audiences (TOEIC 800+ / IELTS C1 or equivalent).
- Self-directed and able to manage workload independently.
Preferred:
- Experience supporting Warehouse Management Systems (WMS) or supply chain software.
- Familiarity with ITIL practices: incident management, problem management, escalation workflows.
Technical Support Engineer in Sydney employer: Infios AU Pty Ltd
As a Technical Support Engineer with us, you'll thrive in a dynamic work culture that values innovation and collaboration. We offer competitive benefits, including professional development opportunities and a supportive environment that encourages growth and mentorship. Located in a vibrant area, our company fosters a sense of community, making it an ideal place for those seeking meaningful and rewarding employment.
