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Software Support Engineer

Location: Sydney, NSW

We are currently seeking a talented Software Support Engineer in Sydney, to join our busy Client Success Team. As a member of the Client Success Team you will be charged with supporting our customers. You will work closely with Development and QA teams to diagnose, troubleshoot and resolve complex issues. The successful candidate will need to learn and adapt quickly, be persistent and demonstrate “quality first” thinking.

  • Provide global support covering all issues related to Practifi.

  • Learn everything about our software and use that knowledge to ensure client success

  • Support the client administrators across multiple organizations.

  • Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues.

  • Handle inquiries regarding all technical issues, information requests on application capabilities, navigation, installation or configuration.

  • Provide coordinated support for getting new releases and configuration changes into production

  • Gather information for analysis, carry out the necessary research, setup test environments, replicate issues locally and propose resolutions or workarounds

  • Be a client facing representative of the Development and Product teams.

  • Document new processes and keep existing documentation and tools up to date as the environment changes

  • Interface with engineering, product management and professional services when necessary

  • Attend daily meetings and provide status updates

  • A self-motivated professional support engineer, eager to learn new software.

  • Salesforce.com administration / development

  • Understanding of HTML, JavaScript

  • Ability to diagnose and use industry standard tools and techniques to assure the application performs to client expectations

  • Experience working with CRM Software

  • The confidence, communication and interpersonal skills to lead customers, from technical personnel to C-level executives, in urgent or critical situations

  • Experience in cloud /hosted software environment

  • Experience in a Software Support role

  • Experience working in small team/start up environment

  • Experience working with development teams

Practifi is a fun and hugely dynamic environment with an awesome culture and a fast pace. We have a lovely office in Sydney’s CBD with snacks, bike storage, change rooms, a guitar and table tennis. If you’re ready to push hard into the next big phase of your career on the Salesforce platform, talk to us!

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

Practifi’s success depends on a strong commitment to diversity, equity and inclusion. We encourage applicants from all backgrounds.

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.