Senior Support Engineer
vor 4 Wochen
Role Summary
Senior Support Engineers serve as the highest technical escalation point within Veracross customer support. They become experts in the inner-workings of independent schools, applying advanced knowledge of the product to develop and implement software solutions that ensure that systems run smoothly and successfully. Senior Support Engineers also work closely with the rest of the support engineering team, helping to provide technical guidance and training to other team members within their product area. This position requires advanced software problem solving skills, strong experience in SQL, and a commitment to service and quality.
Job Responsibilities
Provide back-end technical support to clients via a ticketing system, collaborating with the support specialist and account management teams to solve the most advanced technical problems by reading and manipulating SQL at the database level
Communicate solutions in writing to customers over our ticketing system, translating complex technical issues, answers, and/or solutions to a non-technical audience
Manage and prioritize multiple open cases at one time, providing prompt and accurate responses for clients and seeing cases through to resolution within company SLAs
Trace application bugs though the technology stack (majority at database level) and submit patches to fix
Install and configure modules for existing and new client databases according to client specifications
Help design and implement custom solutions for a given client or set of clients
Specialize in one product area, providing advanced technical consulting to account managers and using advanced knowledge of all module areas in order to align schools with Veracross technology and best practices
Serve as a resource to other support engineers within a single product area, providing technical mentorship and guidance on technical questions as needed
Assist with onboarding new support engineers in a single product area
Help provide triage leadership in accordance with the company’s service level agreement
Identify, update, and maintain internal and external knowledgebases in order to improve support documentation deficiencies
Collaborate with the product team to quantify and prioritize system bugs
Requirements
Bachelor’s Degree in Computer Science or a related field
4+ years of experience writing raw SQL to migrate or manipulate complex data sets (beyond reporting)
Some experience with Ruby or similar, HTML/CSS, and Web and/or UI design
Demonstrated success in the support engineer role, evidenced by consistently high satisfaction ratings for client interactions
Demonstrated advanced understanding of each of the Veracross product areas and their use within independent schools, with a mastery understanding in at least two product areas
Demonstrated ability to understand and articulate client requirements
Demonstrated excellent written and verbal communication skills, able to communicate technical details to people with a varying range of technical ability
Demonstrated leadership skills, actively contributing to the development of other members of the support engineering team
Demonstrated success working in and contributing to a positive team environment
Industry knowledge of the K-12 private school sector and other education SaaS products a plus
Benefits
Our team is fully remote- everyone works from home - This role is based in Australia, and citizenship or permanent residence is required
25 days holiday, plus public holidays
Superannuation contribution (on top of base salary)
We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.
About the companyVeracross is a private-equity-backed leading SaaS EdTech company that has grown 4x in size in 3 years and has consistent industry leading high retention rates. We serve front line educators with the only market disrupting open API single record architecture in the greater than $5B EdTech market. To date we have configured and deployed our product at over 1,000 leading private K-12 schools in over 20 countries.
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