Digistorm is on the lookout for an experienced full-time Senior Client Support Engineer (Software Engineer) to join our talented team based in the Sou.....
Digistorm is on the lookout for an experienced full-time Senior Client Support Engineer (Software Engineer) to join our talented team based in the Southern Gold Coast.
About Digistorm
We are a software, app and website development company founded in 2011, and we specialise in the education industry. Our team enjoys working with the best tools to build products they’re proud of to be used by thousands of schools around the world.
Being part of our growing and nimble business means you’ll be able to contribute a lot to our company, and there will be great opportunities for advancement. You’ll be working within an experienced team of digital professionals, and you’ll be able to enjoy a positive work-life balance.
Digistorm is a great place to work, and what we care about the most is finding team members who are a great fit.
Our parent company, Veracross, is a PE-backed leading provider of a SaaS-based school information system (SIS) platform for independent schools. Designed specifically to meet the unique needs of independent schools, Veracross combines the power of a truly integrated database with personalized, data-driven communication tools. To date, we have configured and deployed our system at over 250 leading private K-12 schools in over 20 countries through a powerful, leveraged, and elegant architecture unique in our industry.
About the role
As a Senior Client Support Engineer (Software Engineer), you will be required to work closely with the support specialist and account management team to clarify and tailor the data and software experience for Digistorm clients. Stationed in Australia, they work closely with small teams to develop semi-autonomous APAC-based support operations that provide responsive, timely, and satisfying technical support through the ticketing system for customers in all geographies, but especially those in Australia and the APAC regions. They become experts in the inner-workings of independent schools, applying his/her advanced knowledge of the product to develop and implement software solutions that ensure that systems run smoothly and successfully. Senior Support Engineers also work closely with the rest of the support engineering team, helping to provide technical guidance and training to other team members within their product area. The Senior Client Support Enginner works collaboratively with US-based leadership in Product and Support to insure the correct whole-company prioritization of issues and product concerns specific to Australia (and, secondarily, other APAC region schools). This position requires advanced software problem solving skills, strong experience in SQL, and a commitment to service and quality.
Your work should be efficient and functional - if you can communicate well and work methodically as part of a team, we’d like to meet you.
Tasks will include:
• Establish and maintain semi-autonomous Veracross support based in Australia
• Provide back-end technical support to clients via a ticketing system, collaborating with additional teams to solve the most advanced technical problems by reading and manipulating SQL at the database level
• Manage and prioritise multiple open cases at one time, providing prompt and accurate responses for clients and seeing cases through to resolution within company SLAs
• Trace application bugs though the technology stack (majority at database level) and submit patches to fix
• Install and configure modules for existing and new client databases according to client specifications
• Help design and implement custom solutions for a given client or set of clients
• Specialise in one product area, providing advanced technical consulting to account managers and using advanced knowledge of all module areas in order to align schools with relevant technology and best practices
• provide technical mentorship and guidance on technical questions as needed
• Assist with onboarding new support engineers in a single product area
• Help provide triage leadership in accordance with the company’s service level agreement
• Identify, update, and maintain internal and external knowledgebases in order to improve support documentation deficiencies
• Collaborate with the additional teams to quantify and prioritize system bugs
• May assist with front-end support, communicating directly with clients as needed
Qualification / experience requirements:
• Bachelor’s Degree in Computer Science or a related field
• 4+ years of Support Engineer Experience, Manager-level experience a significant plus
• Demonstrated success in the support engineer role, evidenced by consistently high satisfaction ratings for client interactions
• Demonstrated advanced understanding of each of the Veracross/Digistorm product areas and their use within independent schools, with a mastery understanding in at least two product areas
• Demonstrated ability to understand and articulate client requirements
• Demonstrated excellent written and verbal communication skills, able to communicate technical details to people with a varying range of technical ability
• Demonstrated success in providing effective and efficient direct client support, maintaining a consistent chargeable ratio of at least 50%
• Demonstrated leadership skills, actively contributing to the development of other members of the support engineering team
• Demonstrated success working in and contributing to a positive team environment
• Industry knowledge of the K-12 private school sector and other education SaaS products a plus
Why join the Digistorm team?
• Competitive Renumeration - We offer a salary between $140,000 - $180,000 plus super depending on experience.
• Growth opportunities - We’re growing fast, which means plenty of opportunity for you to own your role.
• Make a difference - Our work makes a positive contribution to students and their families around the world.
• Beer, snacks & coffee - Our fully stocked drinks fridge, snack bar and coffee machine keep our energy levels high.
• Work / life balance - Here at Digistorm, life is good. We encourage taking hour long lunches and finishing on time.
Interested?
Click the “Apply Now” Button and tell us about yourself!