About Us

Unmand is a Melbourne based software automation company. Our cloud based platform provides a low code way to eliminate mundane tasks and automate our customers’ most time-consuming processes.

About the Role

As the “face of Unmand”, the Support Engineer plays a pivotal role in shaping Unmand’s reputation with customers. The role is critical to ensuring we meet our customer service commitments, including turnaround times, by delivering timely, effective and professional technical customer support and automation solutions.

What you’ll do

• Provide technical support to customers via telephone, and our ticket-based support platform (Jira), efficiently troubleshooting and resolving customer issues in line with our service commitments.
• Enhance existing automations with new capabilities per customer requests.
• Test, debug, diagnose and correct errors in existing automations.
• Proactively monitor and respond to system alerts and incidents, identifying and addressing systems limitations and deficiencies before they affect customers.
• Support the Onboarding team with product setup by designing, building and testing new customer automations.
• Test changes to the platform and perform migrations as part of the software release cycle.
• Respond to customer tickets with clear technical solutions, workarounds, and next steps using customer friendly language.
• Provide the Unmand development team with feedback on new features and updates.
• Maintain and expand the support knowledge base (Confluence) by regularly updating and refining documentation both for internal users and customers.

What you'll bring with you

• Strong analytical and problem-solving skills, with the ability to think critically and troubleshoot complex technical issues.
• Naturally curious mindset, comfortable tackling unfamiliar challenges.
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts and solutions to a technical and non-technical audience.
• Proactive learner with a strong desire to develop deep expertise in our products and solutions.
• Action orientated, with a passion for improving efficiency through automation.
• 1-2 years’ experience in a technical support or customer facing role (preferred).

Highly regarded but not required

• Experience building and curating internal Knowledge Bases and Documentation.
• Experience with scripting (i.e. Python, PowerShell, bash).
• SQL databases knowledge and experience.
• Knowledge of the General Insurance or Financial Services sector.

Why Unmand

As a bootstrapped and profitable company, we are beholden to only our customers with full control over our timelines, budget and product. We have a hybrid work model to give our team the flexibility to manage their commute time and personal lives while still building a strong culture. You will be joining a fast and agile team that is committed to making people's lives easier through automation.

If you’re looking for a workplace without politics and have passion, grit, and integrity then you are encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out and set you apart, especially if your career has taken some extraordinary twists and turns.