RecordPoint is the Data Trust Platform; an Enterprise SaaS giving highly-regulated organizations a competitive edge with safer, more secure, better-managed data.

The platform brings calm to the chaotic world of data, letting organizations discover, govern, and control their data for tighter compliance, more efficiency, and less risk.

Businesses can trust that their data is accurate, private, and safe everywhere, all the time, for consistent confidence that’s backed by RecordPoint expertise.

Our global customer list includes highly-regulated companies and government agencies, like The City of New York, NAB, ASIC, Transport for NSW, Ausgrid, Delaware Life and PG&E.

Scope

As a RecordPoint Support Engineer, you will play a crucial role in ensuring the satisfaction of our customers by providing effective business and technical support for our RecordPoint products and services. You will be responsible for troubleshooting and resolving customer issues, assisting with product implementations, and collaborating with cross-functional teams to improve product quality and customer experience.

Your role will be to receive, acknowledge, diagnose and solve client problems, whilst maintaining a pleasant and friendly approach. You'll be given fantastic opportunities for learning as well as an opportunity to work in a dynamic company with all the perks. 

The role of a RecordPoint Support Engineer is essential in ensuring customer satisfaction, reducing churn, and contributing to the overall success of the company's products. It requires technical expertise, strong communication skills, and a commitment to delivering high-quality support to customers.

Shift: This role will work the 5:00am to 1:00pm AEDT shift to support our global customers

Key Responsibilities:

1. Customer Support:
   • Serve as the primary point of contact for customers seeking technical assistance via email, phone, or ticketing system.
   • Diagnose and troubleshoot technical issues, including software functionality, configuration, and integration problems.
   • Provide timely and accurate solutions to customer inquiries, ensuring a high level of customer satisfaction.
   • Document support cases, resolutions, and customer interactions in a knowledge base for future reference.
2. Product Knowledge:
   • Develop a deep understanding of the RecordPoint products and services offered by RecordPoint.
   • Stay up-to-date with product updates, new features, and industry best practices.
   • Assist customers in utilizing the full potential of the software by providing guidance and training.
3. Technical Expertise:
   • Collaborate with the product development team to identify and report software bugs and issues.
   • Analyze logs and error messages to troubleshoot issues.
   • Provide technical input for product enhancements and feature requests.
4. Implementation Support:
   • Assist customers with the initial setup, configuration, and integration of SaaS solutions into their systems.
   • Work closely with the implementation team to ensure a smooth onboarding process for new customers.
5. Documentation and Knowledge Sharing:
   • Create and maintain support documentation, including FAQs, troubleshooting guides, and knowledge base articles.
   • Share insights and best practices with the support team to improve overall support quality.
6. Escalation Management:
   • Handle and escalate complex issues to higher-tier support or development teams when necessary.
   • Communicate effectively with customers and internal stakeholders during the escalation process.
7. Internal IT
   • Provide Internal IT support to RecordPoint staff

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience in a technical support role, preferably in a SaaS environment.
• Strong problem-solving skills and the ability to think critically.
• Excellent communication skills, both written and verbal.
• Familiarity with cloud-based technologies, APIs, and web services.
• Knowledge of database systems, networking concepts, and security principles.
• Customer-focused with a passion for delivering exceptional customer service.
• Ability to work independently and as part of a collaborative team.
• Adaptability and a willingness to learn and adapt to new technologies.
• Experience writing and running automation scripts such PowerShell
• Experience with Microsoft Azure, Office365, Enterprise file sync and share applications (Google Drive, Box, Dropbox etc.)
• Knowledge of best practices and IT operations in an always-up, always-available service

What you'll get:

• Flexible work life balance
• Opportunities to grow and develop
• Fast-growth Australian-owned company
• A workplace where innovation is our way of life
• Personal Development budget for all staff
• Access to Employee Stock Ownership Plan
• A brilliant graduate program that provides both mentoring and growth opportunities for all
• Work on a product that makes a real social-good impact on the world
• Global opportunities!

Know more:

By checking us out on all the usual platforms, and especially our About Us https://www.recordpoint.com/about

or our Life at RecordPoint blog: https://www.recordpoint.com/blog/what-its-like-to-work-at-recordpoint 

How to apply:

Click the 'apply now' button send us your CV.

RecordPoint is an equal opportunities employer. We offer a fast-paced, dedicated and enjoyable environment, working with some of the best people in the industry.

No recruiters please, we've got this one covered.

Need to pass a background check and be eligible for baseline clearance to be accepted for this role in Australia.