Technical Support Engineer

Overview

Contract: 12 months
Location: Sydney (Hybrid)
Rate: $53/hour + Super
Hours: 10:00 AM – 6:00 PM Sydney Time

About the Company

Our client is a global leader in cloud-based platforms that help businesses work smarter, faster, and better. Their technology is used by some of the world’s biggest organisations to streamline operations, deliver outstanding digital experiences, and solve complex challenges. Joining this team means being part of a forward-thinking environment where innovation and customer success are at the centre of everything.

About the Role

We’re looking for a Technical Support Engineer who is fluent in Korean and passionate about delivering outstanding customer support while solving complex technical issues. You’ll be a strong advocate for customers, helping them get the most out of the platform, while contributing to knowledge sharing and best practices across the team. You’ll also work in alignment with Korean business hours to provide tailored support for Korean-speaking clients.

Key Responsibilities

• Provide support to users and administrators of the platform.
• Troubleshoot, resolve, and provide root cause analysis for product issues.
• Handle incoming calls and manage cases with professionalism and efficiency.
• Contribute to knowledge base materials to improve operational efficiency and empower customers.
• Maintain strong case hygiene while managing multiple issues simultaneously.
• Ensure customer expectations are managed and satisfaction is achieved.
• Collaborate with colleagues to share technical expertise and improve support practices.

Skills & Experience

• 2+ years of related experience within application technical support or software development.
• Must be fluent in Korean (read, write, speak, and understand).
• Strong problem-solving and analytical skills.
• Proficiency in analysing log files and applying standard debugging concepts.
• Familiarity with tools & processes such as incident management, knowledge base, defect & escalation management.
• Experience troubleshooting SaaS/web applications.
• Ability to troubleshoot JavaScript code or other programming languages.
• Excellent communication skills in both Korean and English.

Desirable

• Previous experience working with the platform (Incident, Problem, Change, Knowledge Management, Project Management, SLA, On Call).
• ServiceNow Admin or similar Development experience.
• ITSM Implementation experience.
• A fundamental understanding of the ITIL framework.
• Experience providing SaaS or PaaS support.

Education

• Bachelor’s degree in Computer Science (or related technical field) preferred.

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