Support Engineer

• Act as the key facilitator between the product delivery and client services teams managing the flow of support items from creation to delivery.
• Monitor SLA targets and respond to allocated and escalated issues as appropriate.
• Coordinate with the Development Manager to ensure appropriate priority and focus to meet SLA targets and client expectations.
• Monitor ticket queues for dependencies to ensure delays are minimised.
• Communicate to delivery team members’ a thorough understanding of the business impact and client experience through detailed analysis.
• Perform hands on software testing including functional, data integrity, platform and performance, integration and regression testing.
• Contribute to the quality of product delivery into production by ensuring release documentation is accurate, dependencies and risks are identified and managed.

Product Support Analyst – Salesforce

• Provide reliable 1st and 2nd level technical support to end users across Mercy Health
• Ensure incidents and service requests are resolved efficiently and in accordance with established service standards and procedures
• Diagnose and troubleshoot common end-user technology issues
• Support the standard operating environment (SOE)
• Assist with the deployment and support of hardware, software and modern workplace technologies

Technical Support Officer

• Unblock customers when they face technical obstacles across FloQast's Accounting Transformation Platform and suite of integrations.
• Deliver timely and trustworthy technical resolutions, ensuring customers realize the full value of FloQast.
• Partner closely with local Customer Success and Sales teams to deliver technical expertise to the region.
• Participate in daily standups and internal Slack discussions to collaborate on active tickets and projects.
• Mentor fellow TSEs through shadowing sessions, ticket reviews, and live ticket collaboration.

Senior Technical Support Engineer – Integrations

• Mentor the Patient Administration Support (PAS) team, working collaboratively with the PAS L2 Supervisor and PAS Support Manager
• Provide remote incident resolution and problem management via the Dedalus Service Management System, in line with data privacy policies
• Manage and resolve assigned incidents to restore service efficiently while meeting or exceeding SLAs
• Perform troubleshooting, problem-solving, and root cause analysis for logged incidents
• Participate in after-hours support on a rotational roster, including high-severity issue response
• Support product lifecycle activities, including internal testing of new releases and assisting clients with user acceptance testing
• Maintain accurate system documentation, status updates, and reporting within Service Management Systems, ensuring knowledge bases are kept up to date
• Contribute to continuous improvement by following ITIL processes, supporting release documentation, and participating in RCA activities and Product User Groups

Application Support Analyst – Healthcare PAS, EMR

• Slaying tickets across Microsoft AD, Azure, M365, and Exchange
• Troubleshooting desktops, servers, firewalls, and networks like a boss
• Supporting cloud platforms—Azure AD, Entra, Hyper-V, Citrix, AWS (no VMware, sorry)
• Jumping into project deployments when things get spicy
• Splitting your time between desk-based support and hands-on onsite work, depending on what the day calls for
• Collaborating with senior engineers to keep environments clean, lean, and mean
• Venturing out to client sites (fuel, tolls and parking’s on us, not on you)

Support Technician

• Work closely with both the Technology and Business teams to co-create the best working environment
• Participate in projects that strategically align with company initiatives - focusing on driving self-service, automation and strategic solutions
• Deliver a delightful experience to customers of Athena Workplace Technology by owning support requests and incidents
• Experiment and design the best experience for staff using the latest Apple hardware with collaboration tools like Miro, Slack, Microsoft 365, Atlassian products and Zoom
• Identify support areas for improvement and improve Athena’s end-user experience
• Become a subject matter expert (SME) in the technologies that drive highly collaborative and agile workforces
• Share knowledge with the rest of the Athena Team by delivering engaging and valuable education sessions

Technical Support Engineer

• Provide first-line support to employees, troubleshooting hardware and software issues.
• Maintain network systems and implement IT solutions to enhance operational efficiency.
• Support 5 sites in Southeast Melbourne.
• Focus on simplification and root cause analysis and remediation in help desk support.
• Troubleshoot, diagnose, and resolve technical hardware and software issues.
• Assist with setup and support of network systems, including LAN/WAN, Wi-Fi, VPNs, and other networking equipment.
• Install, modify, and repair computer hardware and software.
• Support factory-based computers in line with safety and quality policies.

IT Support Analyst

• Provide exceptional end-to-end support for issues related to account upgrades, provisioning, and the Provisioning Asset Group (PAG)
• Apply advanced troubleshooting techniques and utilize AI-powered diagnostic tools to identify root causes and resolve escalated cases from incoming support channels
• Own customer issues via engineering interface to resolve technical bugs and influence the product development roadmap
• Utilize a broad technical toolkit including Salesforce, Jira, SQL, browser developer tools, and internal Docusign proprietary logging systems
• Use AI-driven text analysis and log-parsing tools to identify high-impact opportunities for product improvement and customer experience enhancement
• Promote Docusign products and services through consultative evaluation of customer needs and service requirements
• Partner with cross-functional teams, including Product, Engineering, and Account Management, to ensure alignment on customer success plans
• Meet and exceed Docusign Customer Support service level goals and KPIs
• Develop and deliver technical training and documentation to support enablement for both internal teams and customers

Provisioning Support Engineer

• Taking lead on customer escalations in all regions, providing regular updates to the customer base on timelines for resolution and resolution path.
• Liaising with Collibra developers, product managers, and other experts to resolve complex product issues regarding Collibra products and related third-party products.
• Providing structured enablement on technical topics and new features by conducting training sessions and contributing to the knowledge-base.
• Leveraging and promoting an understanding of advanced technologies, best practices and user requirements to create and recommend innovative solutions.
• Participating in the on-call rotations when needed to ensure severe issues get addressed as soon as possible.
• Managing/executing a diverse set of tasks as a technical leader of the Global Support organization.

Enterprise Customer Support Engineer

• support the delivery, administration, and operation of operational systems projects
• provide ongoing end-user support, including level two troubleshooting
• assist with ad-hoc reporting, data analysis, and end-user training
• design, implement, and commission innovative solutions to improve data availability, analysis, and reporting
• prepare clear and accurate project documentation to support successful delivery
• provide ongoing support for operational and data systems at Greenbushes (site)
• troubleshoot and resolve issues on-site when required
• coach and train end-users in data applications, dashboards, and reporting tools
• develop and implement user-friendly dashboards and reports that deliver actionable insights
• collaborate with site teams on new projects requiring data systems integration
• support commissioning, handover, and troubleshooting for IST projects and components within larger initiatives

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