Application Support Engineer jobs at Global-e in Australia

Key Responsibilities:

• Front-line service to merchants and end customers, handling client-facing calls and inquiries with professionalism and efficiency
• Onboarding and training merchants on our internal platforms
• Troubleshoot basic technical issues related to merchant accounts, platforms, and transactions. This includes basic troubleshooting of software or hardware issues and guiding clients through simple technical solutions
• Ensure that KPIs and daily tasks are completed to a high standard
• Maintain set SLAs, identifying and escalating issues as needed
• Collaborate with leadership to develop and implement service improvements and best practice procedures
• Identify and investigate recurring issues, contributing to finding root causes and implementing effective solutions
• Assist in evaluating and improving the service provided to both internal teams and clients
• Escalation Handling – Key escalation point of contact for complex issues
• Customer-Facing Responsibilities – Maintains direct interaction with merchants and end customers, handling complex inquiries, solving basic technical issues, resolving high-priority issues, and ensuring an excellent customer experience

• Previous experience in a client-facing role with a focus on delivering exceptional service.

• Strong problem-solving and analytical skills, with a track record of resolving client issues and enhancing service delivery.

• Basic technical support experience or familiarity with troubleshooting technical issues is preferred.

• Ability to work collaboratively with team members and leaders to identify challenges and implement improvements.

• Must be based in Australia, no sponsorship available.

• Excellent English communication skills, both written and spoken.

• A can-do attitude, able to handle a high-volume workload with accuracy and efficiency.

• Teamwork-oriented.

This is a full-time position, Monday to Friday, with hybrid working arrangements. The role will require you to be in the Melbourne office 3 days a week.

Responsibilities:

• Act as a technical focal point for integrating clients, and as a product specialist on ecommerce platform capabilities and requirements definition.
• Take ownership during the implementation cycle and meet deadlines for both external clients and internal teams.
• Provide an on-going education and technical assistance to current partners and integrating clients.
• Lead customers through troubleshooting until problem resolution.
• Work closely with development team to implement new features and customer specific requirements.
• Provide ongoing support for Customer Success and Tech Support teams with live brands.

• 2-4 years of experience in IT Operations or Technical Pre/Post Sales team, with direct client interaction in a web-based environment, as a Technical Support/Development/Implementation Engineer.
• Good understanding of HTML / CSS.
• Experience working with relational and non-relational databases – preferred.
• Experienced in working with APIs and troubleshooting JSON payloads.
• Experience with debugging tools and analysing logs.
• Good understanding of HTTP and web-based technologies.
• Knowledge in SQL.
• Knowledge in JavaScript – preferred.
• Knowledge in PHP/.NET – preferred.
• Strong English communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.
• Previous experience in eCommerce environment – desirable.

Responsibilities:

• Troubleshooting Issues: Assist customers with resolving technical issues related to the Global-e integration.
• Providing Technical Assistance: Guide customers on how to use specific features or tools on the platform.
• Ticket Management: Track and resolve support tickets efficiently, ensuring timely resolution.
• Bug Identification and Reporting: Identify, replicate, and report bugs to the relevant teams.
• Liaising with Developers: Work with the development team to escalate and resolve complex technical issues.

• 1-2 years of experience as an application or technical support engineer.
• Excellent understanding of technical support methodologies and tools.
• Exceptional troubleshooting skills.
• Willingness and ability to deep dive into the problem and find the root cause.
• Ability to multitask and handle various priorities.
• Exceptional interpersonal skills
• Experience with debugging tools and analyzing logs
• Experience with Atlassian, Zendesk, SharePoint – advantage.
• Knowledge of SQL and experience working with relational databases are a must.
• Previous experience working in a global organization – advantage.
• Excellent English – written and verbal communication skills – must