Software Support Specialist

About Objective:

At Objective, we create software that makes a difference. With over 400 people and five development labs spread across Australia, New Zealand, the United States of America, and the United Kingdom, Objective is a leading developer of SaaS solutions for the government.

Our role:

The Software Support Specialist is a product technical specialist who assists customers in overcoming technical challenges in their day-to-day operation of Objective software. The Software Support Specialist acts as a conduit between the field (customer support and consulting services) and product development. They are the last level support tier (Level 3) in Customer Support and provide resolutions for the most complex customer issues and escalations.

The role reports to the Engineering Support Manager and does not have people management responsibilities.

Your role may include the requirement to work on-call or in-shift work to cover customers between 8:00 am and 6:00 pm Monday to Friday in the customers’ local time zone, and the applicable hours will be allocated with reasonable notice. Objective's customers are primarily located in the UK, USA, Singapore, New Zealand, and Australia. Further details (including On Call compensation) are available in Objective’s On Call Policy.

• Incident Management: Provide last-level product technical support to customers, Support Consultants and Consulting Services via designated incident management escalation processes.
• Technical Knowledge Leadership: As the Product technical expert within Customer Support, ensure that all published Customer Support technical content is accurate and appropriate for the target audience, whether it is intended for customer or internal use. Perform regular quality inspections on Support cases to ensure process adherence and technical accuracy.
• Customer Advocacy: Act as the 'voice of the customer' and ensure customer views are taken into consideration in all business activities. Collaborate with internal stakeholders to drive initiatives and practices that improve customer satisfaction.
• Achievement of KPIs: Ensure that specified performance and quality targets are achieved. Where targets are not being achieved, collaborate with Customer Support management to return performance to targeted levels.
• Defect Management: Prioritise reported defects in accordance with customer business impacts. Collaborate with Development and Product Management to coordinate inclusion in maintenance, support or feature releases.
• Critical Situation Technical Management: Take ownership of the Customer Support Escalated Issues list and chair appropriate meetings with all geographies to communicate updates and drive issues to resolution. Collaborate with internal stakeholders to ensure issues are progressing and appropriate information is available for resolution.
• Support delivery: Deliver all Engineering Support components of the Product Support according to designated skillset and contracted requirements. Support offerings may change over time.
• Application Management: Assume the role of the subject matter expert for the designated Objective products, taking ownership and responsibility for technical problem root cause analysis and resolution. Assist IT in day-to-day administration and operation of internal deployments.
• Customer Support Projects and Initiatives: Represent customer support as a technical thought leader and collaborate with the engineering support manager and internal stakeholders on initiatives to improve customer satisfaction with the organisation's products and services.
• Reporting: Assist in the development and maintenance of reporting tools. Automate and run reports that can be distributed to management to cover support activities and product development.

• Proven experience in a post-sales role delivering technical support or consulting services to external customers under a contracted relationship; preference for experience within an enterprise software vendor.
• Demonstrable hands-on experience with complex application software technology as an administrator, developer, or implementer; preference for strong database, server and operating system knowledge in Windows and/or Unix environments.
• Exposure to Objective ECM architecture and solution is highly desirable.
• Strong SQL and database management skills; preference Microsoft SQL Server, MySQL, or PostgreSQL.
• Experience with application servers (on-prem) and/or cloud SaaS platforms e.g. Azure or AWS.
• Experience with virtualisation technology- e.g. VMWare or Hyper-V.
• Strong Coding and troubleshooting capability in at least one programming language; preference for Java or C++.
• Strong verbal and written communication skills.
• Bachelor’s degree in an Information Technology discipline or equivalent professional work experience.

• Hybrid work arrangements to support work-life balance.
• Access to EAP for confidential counselling.
• Extensive learning resources to develop your skills.
• Regular social events to promote team bonding.
• We are recognized as an endorsed employer for women. Learn more about our benefits on WORK180.

At Objective, we recognise and celebrate our diverse team as pivotal to our strong employee engagement and our high-performing culture, underpinned by Our Values.

We are an equal opportunity employer. We do not discriminate based on any protected characteristics or on any other basis prohibited by the applicable laws in the regions we operate in.

To provide a positive experience, please advise our Talent Team of any adjustments or accommodations required during the recruitment process so we can support you.