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.

Responsibilities

The primary responsibility of the Support Engineer role in the Customer Team is to respond to and resolve customer support tickets and requests.

For defect resolution, this includes analysing, diagnosing, debugging, testing and correcting errors in customer’s automations.

For new customer requests, this includes writing and maintaining code to develop new automations or make alterations to existing automations.

Tasks

Day to day tasks include:

Defect resolution

Responding to customer support issues and requests, over the phone or via the Jira ticketing platform

Triaging, diagnosing, troubleshooting and correcting code in automation flows to resolve customer issues in line with our service commitments (SLAs)

Clearly communicating solutions, workarounds, and next steps to customers in a way that is easy to for customers to understand

Proactively monitoring and responding to systems alerts and incidents, identifying and addressing support issues before they affect customers

Developing standardised and best practice responses for handling common customer queries to ensure consistency and accuracy of support interactions

New customer requests

Supporting the sales team with product set-up, configuration and technical support for the onboarding of new customers

Responding to customer requests for new automations or changes to existing automations:

Analysing customer requests to evaluate system requirements

Writing or updating code to meet new customer automation requests.

Testing updates and resolving any issues identified

Maintaining and expanding the support knowledge base (Confluence) by regularly updating and refining documentation

Qualifications

Formal IT qualifications are not essential. Instead, we’re looking for candidates with a natural curiosity and demonstrated history of continuous learning and improvement. We value more targeted learning in key technical areas that will lead to a deeper understanding of how to most efficiently and effectively build on our platform. This includes qualifications in Python programming, Natural Language Processing and Machine Learning.

Skills

Skills required for the Support Engineer role include:

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

Exceptional attention to detail, ensuring accuracy in documentation and customer communications

Experience

Experience required for the Support Engineer role include:

1-2 years’ experience in a technical support or customer facing role

Experience building and curating internal Knowledge Bases and Documentation

Experience with scripting (i.e. Python, PowerShell, bash)

SQL databases knowledge and experience

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.