About the company:

They're a Fortune 500 global technology company that builds cloud-based platforms to help organisations manage digital workflows in areas like IT, customer service, and HR. They're consistently recognised as an employer of choice, and they offer plenty of scope for career growth in a supportive, collaborative environment. Their solutions are trusted by thousands of enterprises worldwide, including many of the largest organisations.

About the role

In this role, you'll be supporting customers by troubleshooting and resolving complex integration issues on the company's platform. You'll work across technologies like JavaScript, authentication systems, email infrastructure, web services, and network components, acting as a trusted technical advisor and point of escalation. The position combines hands-on problem solving with collaboration across teams to ensure a high level of customer satisfaction.

Logistics & Benefits

• Hybrid working model with only 2 days per week in the office.
• Modern offices in Sydney CBD, conveniently located close to public transport.
• 12-month contract with a strong likelihood of extension or conversion to permanent.
• Daily rate of $450 including Superannuation.
• Company provided laptop for work use.
• Extensive product training to set you up for success.
• Enjoy barista-made coffee and free snacks when working in the office.

Key Duties & Responsibilities

• Act as a customer advocate, providing technical support to platform users and administrators.
• Troubleshoot and resolve complex inbound and outbound integration issues.
• Perform root cause analysis and create use cases to progress investigations.
• Manage escalations and drive resolution through bridge/conference calls, keeping stakeholders informed.
• Maintain case hygiene, documentation, and customer-related records.
• Communicate with customers via case, phone, and digital channels.
• Create and maintain knowledge base articles to improve operational efficiency.
• Suggest and implement process improvements and contribute to internal projects.
• Maintain technical expertise in assigned product areas and use that to guide customers.
• Work to agreed KPIs and ensure high levels of customer satisfaction.

Key Hiring Criteria

Essential

• LDAP/Active Directory, SSO, or authentication/user management systems (e.g. Azure AD, Okta, SAML, SiteMinder).
• Email infrastructure (Exchange, Office 365, Postfix).
• Web services (SOAP, REST).
• Data extraction technologies (JDBC, ODBC, ETL integrations).
• Network infrastructure.

• Candidates must hold permanent, unrestricted working rights in Australia (e.g. Australian Citizen or Permanent Resident).
• Minimum 2+ years in application technical support or software development.
• Strong JavaScript skills for writing and troubleshooting.
• Experience with at least two of the following:
• Demonstrated ability to analyse and troubleshoot complex technical issues.
• Strong written and verbal communication skills, able to clearly explain solutions.
• Ability to manage multiple cases, including high-priority escalations, efficiently.
• Proven customer service focus and collaborative team approach.

Desirable

• ServiceNow administration or development experience.
• Knowledge of OAuth and OIDC.
• SaaS/PaaS support experience.
• Understanding of ITIL framework.
• Experience diagnosing performance issues (e.g. using Splunk, Wireshark).
• Skills in Java and/or PowerShell for troubleshooting.
• Familiarity with relational databases (MySQL, Oracle).
• Experience with Linux/Unix or Microsoft Server environments.

If you have the skills and experience outlined above, we'd love to hear from you. Apply now to take the next step in your career.