Exari Mobile Site
2nd Line Support Engineer

2nd Line Support Engineer

2nd Line Support Engineer

Reports To: Global Support Manager
Location: Melbourne  

General Summary

Exari has become the new leader in enterprise contract management using a unique approach for transforming contracts from documents into data. Over the years we have developed market-leading functionality to give companies unprecedented control and insight into the agreements which underpin their customer, supplier, employee, and partner relationships.

Exari is looking for an experienced Support Engineer to provide second line support to Exari customers and their systems. The successful candidate will be a problem solver and love making things work. They should possess excellent written, oral and interpersonal communication skills. They will be technical and be able to learn new skills and understand complex ideas quickly. The support engineer will work as part of the wider Exari support organisation therefore the engineer must be comfortable working with global teams and able to pick up issues passed between time zones. Locally the engineer will work as part of the team in the Australian time zone. They must be able to do initial first line analysis of issues raised. But also be able to work on complex problems at a technical level solving them where they can or raising them to 3rd line where needed for code fixes/changes. You will become an expert in Exari software and be a key member of the team.

Essential Job Functions

  • Providing level 2 support to Exari customers
  • Investigating and resolving technical issues within the Exari software
  • Working closely with 1st line to provide case status and next steps to the customer and management
  • Assist with assessment and reporting of bugs and/or enhancements
  • Being a subject matter expert in the Exari product suite
  • Contributing to documentation to improve customer self-help, based on Support cases.
  • Providing regular feedback to the product team and engineering team serving as a voice of the customer

Preparation, Knowledge, Skills & Abilities

  • At least 5 years’ experience in the software industry
  • At least 2 years’ experience of technical support work
  • Linux/Unix experience highly desirable
  • Amazon Web Services (AWS) Experience useful
  • Database management and SQL – PostgreSQL preferred
  • Microsoft platform experience a plus
  • Experience of enterprise level applications and deployment
  • Familiarity with Service Oriented Architecture (e.g. web services)
  • Support software solution knowledge (e.g., Salesforce, NetSuite or similar)
  • Knowledge of enterprise contract management solutions a plus

Personal Skills & Aptitudes

  • Clear written and verbal communications skills both internally and externally to clients
  • Must be customer service oriented and believe in team work, collaboration, adaptability and initiative
  • Self-starter and quick learner
  • Strong ability to multitask

What Exari Has To Offer

At Exari, we work with some of the world’s largest companies, providing them with the tools they need to understand their contracts, reduce risk, and increase growth. We call this 100% Contact Certainty and we take it seriously.

To make this possible, we have built a tremendously diverse team of talented, devoted, and inspiring people. With offices spread across three continents and five time zones, Exari prides itself on not just being a global company, but having a truly global perspective. We embrace diverse cultures, languages, and ideas to make sure we’re never satisfied with the status quo. As we often say, Exari is a long-standing company with a “startup state of mind.”

So, if you’re ready to be at the forefront of this exciting and fast-growing industry, ready to work with colleagues and customers across the globe, and ready to be provided with the tools you need to succeed...join our team!

Other benefits include:

  • Bonus scheme
  • Private medical insurance (optional Taxable benefit)
  • Flexible and home working possible
  • Education/Training budget

To apply, please submit a cover letter and resume to jobs@exari.com.

Note to Recruiters and Placement Agencies:

Exari does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Exari employee. Exari will not pay fees to any third-party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Exari and will be processed accordingly.