Application Support Engineer

Company Description

Resonate CX is a fast-growing Australian SaaS company helping leading organisations turn customer and employee feedback into meaningful action. Our Voice of Customer and Voice of Employee platform combines analytics, AI, and automation to help businesses close the loop faster, uncover insights, and drive measurable improvement in experience and performance.

As we scale, were looking for an Application Support Engineer to strengthen our Sydney based team.

In this position, you will provide a crucial operational function in maintaining and bringing innovation to the production environment of our cloud-based SaaS product (100% on Microsoft Azure).

On a typical day, you will:

Application Support and Incident Management

Investigate, troubleshoot, and resolve customer support tickets end to end

Manage 2nd and 3rd level support requests

Platform Monitoring and Operations

Monitor the performance of cloud-based applications on Microsoft Azure

Manage secure file transfer workflows including SFTP server configuration, client onboarding, access control, and key management

Ensure secure handling of client data using encryption (at rest and in transit) and aligned with privacy and compliance requirements

Support data ingestion and processing pipelines including validation, transformation, and secure handling of inbound client data

Ensure key client processes run as expected, including surveys and data flows

Maintain and secure VM through patching, hardening, and routine upkeep

Deployments, Automation, and Continuous Improvement

Write and run SQL queries to diagnose issues, retrieve data, and support operational processes, including automated client emails

Deploy configuration changes and updates to client environments

Manage automated and manual deployments with minimal service disruption

Develop and maintain (PowerShell) scripts to automate operational tasks, data pre- processing, environment configuration, and monitoring workflows

Identify opportunities to improve system reliability, monitoring, and automation

Document process & help identify and create new procedures to improve operations

... you are also someone:

Who takes pride in their work and is looking to make magic

Who is a team player, demonstrates ownership and can get the job done

Who communicates effectively, calls out for support when needed and provides it when the opportunity arises

Who can multi-task and manage multiple assignments in a fast-paced environment

Who is hungry and passionate to be keep up with the latest technologies and trends.

Required qualifications:

Degree or tertiary qualification in IT, networking, computer science or equivalent

Minimum 3 years industry experience in an operations/infrastructure or equivalent role.

Strong skills in Microsoft SQL Server/PowerShell

Solid experience in infrastructure or a SAAS architecture

Trained/Certified or Experienced in Microsoft Azure

Solid experience with Windows, virtualization, networks

Master troubleshooter under SLA constraints

A strong sense of automation/integration

Nice to haves include:

Experience in a SaaS product company

Experience with ISMS (ISO27001/GDPR)

ITIL Certified

Here is what you can expect when working with us:

Work on a modern, cloud native SaaS platform built on Microsoft Azure

Exposure to CX technology, data analytics, and automation tools

Support for relevant training and certifications

Work with highly skilled engineers, product, and customer teams

Clear opportunities to grow in cloud and application support

Collaborative, high energy team culture with regular knowledge sharing

This is your chance to join a company that's about to start the next chapter in growth. If

you are that person who is a creative thinker, loves to solve problems and deliver quality

through excellence, then contact us!

Get a Feel for Our Team & Culture

https://www.youtube.com/watch?v=LmbYu49dclQ

https://www.youtube.com/watch?v=9Jnc4zagsc0

https://www.youtube.com/watch?v=IsldquduZDs