Job Description

Duties & Responsibilities 

● Provide technical support for software applications, addressing customer inquiries and troubleshooting issues. 

● Collaborate with development teams to identify, reproduce, and resolve software bugs and performance issues. 

● Analyse application logs and system metrics to diagnose problems and recommend solutions. 

● Develop and maintain documentation for troubleshooting procedures, known issues, and resolutions. 

● Assist in software deployments, upgrades, and configuration changes as needed. 

● Conduct root cause analysis on recurring issues to implement long-term solutions. 

● Create, maintain, and optimise Datadog dashboards to monitor application performance and system health. 

● Analyse metrics and alerts from Datadog to proactively identify and resolve potential issues before they affect customers. 

● Participate in code reviews and contribute to the continuous improvement of software products. 

● Stay up-to-date with industry trends and emerging technologies to enhance support processes. 

Qualifications & Experience 

● Bachelor’s degree in Computer Science, Software Engineering, or a related field. 

● 2 years of experience as a Software Support Engineer. 

● Proficiency in one or more programming languages (Java, Python, C#, JavaScript). 

● Strong understanding of software development life cycle (SDLC) and application architecture. 

● Experience with databases (SQL, NoSQL) and familiarity with web technologies (HTML, CSS, JavaScript) is a plus. 

● Familiarity with monitoring and observability tools, specifically Datadog. 

● Excellent problem-solving skills and a customer-oriented mindset. 

● Strong communication skills, with the ability to convey technical concepts to non-technical users. 

● Ability to work effectively in a fast-paced, collaborative environment.

● Familiarity with ITIL processes and best practices for technical support. 

● Relevant certifications (AWS, Microsoft) are a plus. 

● Should be able to work in the Australian time zone