Technical Support Engineer
6 days ago
**About the job**:
**Company Overview**
Taguchi Marketing is an Australian & Singaporean based software development company that develops and distributes the Taguchi® Marketing Automation Platform. The company operates in the Digital Marketing and Technology industry and has experienced significant growth over the past few years.
**What We Offer**
Taguchi are at the forefront of data driven marketing and you’ll be front and centre in working with clients and developers to deliver a broad range of exciting projects.
- You get to work with a growing number of blue-chip brands in across a variety of industries
- Very competitive salary
- Convenient Singapore CBD location
- Taguchi are in an exciting growth phase in terms of product development and client adoption.
- It’s a small and collaborative team where you will be exposed to and learn from leaders in their respective fields. On top of that, everyone is friendly and accommodating.
- We provide opportunities for career advancement within company.
**Job Responsibilty**
The **Technical Support Engineer **will be part of our Melbourne and Singapore based support team and will provide technical assistance and support to clients across Australia, Asia-Pacific, Europe and the United States.
The Technical Support Engineer will report primarily to the Operations Manager and other line managers as required and will work closely with our software development, product and account management teams to ensure client support tickets are answered and resolved appropriately.
Specific tasks include:
- Monitoring and processing client support tickets via a centralised ticketing system, within agreed time frames
- Troubleshooting, debugging, and implementing fixes for client raised issues
- Providing end-users with a series of actions or instructions to resolve issues or perform certain tasks
- Escalating and following up tickets with other teams where required
- Prioritization & management of tickets
- Reporting common and new issues to the product team
- Improvement of the support knowledge base and support documentation
- Contributing to the improvements of the Taguchi software
- Work independently to complete development/bug fixes
- produce efficient and quality code and carry out testing
- Identify and implement ideas to improve processes, programs and software
- Help support other team members
- Perform other various tasks as required and in accordance with their skills and personal development
**Key Results Areas**
The ultimate success measurement for the Technical Support Engineer will be in the quality of the technical tasks and technical support tickets completed, and the level of resulting client satisfaction.
**Job Requirement**
You will be able to demonstrate proficiency in the following:
- Frontend web languages (HTML, CSS, Javascript)
- Customer service or technical support
- Exposure to ticketing software
Experience with some or all of the following would be an advantage:
- MacOS
- Jira, OneDesk
- JavaScript package management and build tools
- Vue.js
- React
- Versioning tools including GitHub
- Experience with the Taguchi® Marketing Automation Platform or another marketing automation platform
- Secure coding practices and knowledge of and/or familiarity with OWASP
**Report To**
Operations Manager (Melbourne, Australia based)
**Quality traits we are looking for**
We are also looking for:
- A great team player
- A friendly and positive, can-do attitude
- Technical proficiency and enthusiasm to learn
- Ability to problem solve and excellent attention to detail
- Ability to collaborate and communicate with both technical and non-technical teams
- Capability to work proactively, both independently and within a team environment
- Excellent communication skills (both written and verbal) to articulate complex topics
- Superior organisational skills and strong work ethic
- Excellent customer service skills and ability to empathise with customers
- Willing to develop and extend themselves outside of their comfort zone and take the initiative
- Ability to adapt and have flexibility to varying working hours
**Things about you**
We want to know what makes you tick, what you enjoy - hobbies, achievements etc. So come prepared.
**Qualifications**
Polytechnic or University Graduate in IT, Software Development, Marketing or equivalent training or experience working with web technologies.
**Years of Experience**
1-2 years
Previous employment is not essential, therefore suitably qualified graduates are invited to apply. However, prior experience in a technical or system support role is advantageous.
**Job Type**
Entry level, full-time, hybrid
Based in Singapore CBD
**Important**
Applicants must be legally entitled to work full time in Singapore. Proof of work eligibility and local references will be required. All Taguchi Marketing Pty Ltd appointments are conditional on the selected applicant passing a successful police background check.
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