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Software Support Engineer

Experience: 3-5 years | Location: Sydney, NSW

Practifi is the business management platform for financial advice. Blending deep industry knowledge with cloud software expertise, Practifi revolutionises financial services businesses by putting the client at the heart of everything we do.

Our clients are trusted to grow the prosperity of millions of customers around the world. Our job is to make that an easier, more connected, and more delightful experience than ever before.

The Practifi team lives and breathes innovation. We operate at the leading edge of technology, applying fresh and creative thinking to everything we do. We demand a work and life experience far beyond the ordinary. We seek inspriation from within and we aim to sinspire every individual we encouter. If we can’t help, someone we know often can. We bring people together to creat collaboration; because the whole is always greater than the sum of the parts. We understand the value of diversity: of culture, experience, and opinion. Our best work combines ideas from people of all walks of life. We invest in our people, our business, our industry, and our community. We believe we’re all part of something bigger than simply making money.

We’re seeking a talented Software Support Engineer in Sydney to join our busy Customer Success Team. You’ll be charged with supporting Practifi’s Australian and New Zealand clients, who are predominantly teams at financial advice businesses. You’ll work closely with the development and QA teams to diagnose, troubleshoot and resolve technical issues.

You’ll need to learn and adapt quickly, be persistent and demonstrate “quality first” thinking. Most of all, you need to live and breathe the needs of your clients and get them a great result every day.

  • Provide support for functional and technical issues related to Practifi, for clients in Australia, New Zealand and on occasion in the USA.
  • Learn everything about our software and use that knowledge to ensure client success.
  • Support the client success managers to deliver client satisfaction through rapid and high quality support responses. 
  • Troubleshoot critical production issues affecting Practifi client users, including system unavailability and data integrity issues.
  • Answer how-to questions from clients by providing clear verbal and written guidance.
  • Resolve configuration questions regarding setup, features, system navigation, configuration or integrations.
  • Provide co-ordinated support for releasing new configuration changes into a client’s production instance.
  • Gather information for analysis, carry out the necessary research, setup test environments, replicate issues locally and propose resolutions or workarounds.
  • Be the client facing representative of the product development team.
  • Document new processes and keep existing documentation and tools up to date as the support environment evolves.
  • Interface with engineering, product management and professional services when necessary.
  • Provide progress updates at daily stand-up meetings.
  • 3+ years as a support engineer, ideally in CRM or database systems.
  • Total focus on the client outcome, all day every day. Their success is your success!
  • Confident, clear and high-quality communication skills, both verbally and in writing.
  • A self-motivated professional support engineer, eager to learn new software.
  • Salesforce.com administration or development.
  • Understanding of HTML, CSS and some JavaScript.
  • Ability to diagnose and use industry standard tools and techniques to assure the application performs to client expectations.
  • Experience working with CRM and database software.
  • Experience in cloud or hosted software environments.
  • Experience working in small teams and/or a tech startup environment.
  • Paid holidays
  • Laid-back office, causal attire
  • Modern, open office floor plan
  • Coffee provided
  • Office snacks & fruit
  • Company outings
  • Job training/conference stipend

This is a permanent, full-time position based in Practifi’s Sydney office. It is offered under a common-law employment agreement with the accompanying employee protections.

Practifi’s success as a business management platform depends on a strong commitment to diversity, equity, and inclusion. As an equal opportunity employer, we welcome applicants from all backgrounds. Women, people of color, members of the LGBTQ+ community, individuals with disabilities, and veterans are strongly enouraged to apply. Join us.

Interested in the role? Apply today

Send your resume and cover letter to iwanttowork@practifi.com.  We’ll be in touch if your profile is a good fit for the role.