Platform Support Engineer- Remote Australia

The Platform Support Engineer will provide customer support via phone and email to the Actian Cloud Data Platforms users. They will use Salesforce Service Cloud Reporting Portal to manage support cases, perform issue investigation of customer problems, answer customer questions, offer solutions to problems, monitor and answer community forum questions. Respond to front line and escalated support calls of a complex nature and work independently toward resolution of customer problems. The individual will install, configure, test, and troubleshoot software or applications that may be necessary to reproduce or analyze the customer’s environment or problems. They will research and investigate product defects using traces, logs, and other software tools. They will help to set-up problem recreation environments and standards to support the organization. They will identify where problems occur within Actian products and recommend solution or area of defect to Software Engineers or management. They will work with Support Engineers, Senior Support Engineers, Principal Support Engineers, Team Leads and Software Engineers to expedite resolution of customer issues. Troubleshoot data integration projects from Customers and our internal departments (Sustaining Engineering, Pre-sales) and work with customers to verify fixes supplied have resolved their problems. The Platform Support Engineer will also escalate customer issues to Software Engineering or support management as necessary.