We are seeking a level 1 and 2 Application Support Engineer to join our team in Sydney. This is an exciting opportunity to utilise your IT technical skills combined with strong relationship building skills.
You will be working as part of our next generation of expert application engineers supporting some the world’s biggest brands.
Specialists in industry disruption, eWave is an independent digital transformation agency with commerce at its core. Using service design thinking, we have an unwavering commitment to delivering experience-
driven digital reinvention that inspires deeper relationships between brands and their customers.
Partnering with brands such as Nike, Canon, Coca-Cola Amatil, and Nestle, we work on some of the most exciting and innovative digital projects in the APAC market.
We’ve built commerce’s most respected team through the unwavering pursuit of a common goal; to solve the industry’s most complex challenges.
We believe that when challenged, you learn the most, improve the fastest, achieve the greatest results, and have the most fun.
As an Application Support Engineer you will be the subject matter expert for managing customer support requests for our customers' eCommerce platforms.
The ideal candidate will possess strong organisational and problem-solving skills, and a passion for applying their expertise to help our clients.
Manage customer support requests
Troubleshoot level 1 and / or level 2 incidents
Manage escalations to internal teams and / or 3rd party
Liaise with internal and external stakeholders in person, over the phone and via email to keep them updated on the progress of their tickets
Accurately create and update documentation
Generate weekly and quarterly report presentations for customers
Monitor and maintain client website and infrastructure systems
Support internal eWave infrastructure
Organise sprints and releases for ongoing eCommerce projects
Attend client meetings
Conduct client training
Participate in on-call duties rotation for out of hours support
BA / BS degree or equivalent practical relevant IT experience
1-2 years’ relevant experience in an IT position or E-commerce administration position,
Excellent time management and organisation skills, with the ability to manage multiple tasks with a varying degree of urgency
Excellent written and verbal communication skills, with a professional phone manner with a genuine customer service focus
Self-motivated with the ability to work autonomously or as part of the greater team
Knowledge of Languages such as HTML, CSS, JS, PHP and MYSQL is preferred
Ticketing system experience would be desirable e.g. JIRA, Zendesk, TargetProcess
Proficiency in MS Office Applications
Unlimited Paid Annual Leave
Convenient Sydney CBD Location
Staff referral scheme
Flexible working arrangements
Gifted Birthday leave
Office exchange program
Continuous training, certifications, and learning opportunities
In-house cultural programs
Sponsorship of attendance at international events
Successful candidates will be contacted within 2-3 business days from time of application.
Please include your CV when submitting your application via LinkedIn