Platinum Outsourcing is one of Australia's fastest growing companies, we are a co sourcing BPO – operating out of both the Philippines and Indonesia. We are a fast growing scale-up, opening our first offices in the Philippines only 4.5 years ago, currently a global team of 250, we have plans to expand to 500+ employees over the next 3 years.
Our client specialises in end-to-end data management and BI solutions. Their team of software engineers, data engineers and BI developers create bespoke solutions for a variety of industries. They deliver both enterprise BI solutions as well as embedded Power BI solutions for Cloud SaaS providers. They partner with clients across the UK, Europe, USA, Australia, and New Zealand.
We are seeking a Software Support Engineer to provide frontline and second-line support for their bespoke software and BI solutions, working alongside their Software Engineering Lead and Project Leads across a diverse portfolio of client engagements. This role is central to resolving their client issues promptly, triaging and reproducing reported problems, and translating their client needs into clear, actionable requirements for the engineering team.
About the Role
- Act as the first point of contact for client-reported issues, triaging and prioritising incidents based on severity and business impact.
- Reproduce, diagnose, and resolve software and data issues, escalating to the engineering team where required.
- Track incidents, service requests, and their resolution to ensure timely closure and clear communication with clients.
- Monitor application and infrastructure health, proactively identifying and addressing potential issues before they impact clients.
- Maintain accurate support documentation, known-error records, and knowledge base articles.
- Gather, analyse, and document client requirements, translating them into clear tickets and user stories with acceptance criteria for the engineering team.
About You
- Must have experience using Jira for issue tracking and software development.
- Exposure to Confluence (documentation) is preferred.
- Hands-on experience with Python for scripting, automation, or application support.
- Hands-on experience with SQL for querying data.
- Experience supporting or working with Microsoft Azure cloud services.
- Familiarity with Terraform or infrastructure-as-code for provisioning and managing environments.
- Experience in a software support, technical support, or similar client-facing technical role.
- Understanding of Agile/Scrum or similar delivery methodologies is preferred.
- Ability to manage multiple issues simultaneously in a fast-paced, remote-first environment.
What we offer
- Work for one of Australia's fastest growing outsourcing companies
- HMO Day 1 (Primary and Dependent)
- Above market compensation package
- Quarterly Massages
- Regular team building and company activities
- Unlimited opportunities for employee referral incentives
- Diverse and supportive work environment
- Brand new IT equipment
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