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Tech Support: Technical Support - Tier 2 - Australia

Melbourne, Australia

We're looking for a Tier-2 Technical Support Engineer to join our global technical support team. The team is responsible for providing technical support and service to all of Global-e’s customers as well as, being technical focal point.

This will require working collaboratively with other Global-e engineers, analysts, and cross-functional groups, to make sure production issues are resolved quickly and professionally. Given the mission-critical system that we’re running, the job will involve some rotational on-call and after-hours work when needed. The role will include involvement in supporting our cutting-edge cloud and software systems, and the opportunity to work with Tier 1 retailers and online brands who have chosen Global-e as their cross-border eCommerce solution provider and, rely on our system’s high availability. 

Responsibilities:

  • The day-to-day tasks include ensuring that all our merchant’s technical issues are being cared for.
  • Working closely with our Tier-1 team and other departments in the company.
  • Addressing and debugging complex technical issues.
  • Problem assessment, software troubleshooting, system configuration.
  • Leading customers through troubleshooting to problem resolution.
  • Investigating logs and working with SQL.

Requirements

  • 2+ years of experience in IT Operations, Service or Technical pre/post-sales team, with direct client interaction, in a web-based environment, as a technical support engineer .
  • Must be based in Australia.
  • Knowledge of SQL and experience working with relational databases. 
  • Previous experience in a global, eCommerce organisation preferred. 
  • Understanding of technical support methodologies and tools. 
  • Exceptional troubleshooting skills. 
  • Knowledge of Windows-based production environments (Services, IIS, Application Data Flows). 
  • Experience with debugging tools and analyzing logs. 
  • Willingness and ability to deep dive into the problem and find the root cause. 
  • Ability to multitask and handle various priorities. 
  • Fluent English, both written and verbal.

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