Technical Application Support Specialist

Canibuild, dramatically improves how the residential construction industry designs, approves, and sells what they are building, by automating and significantly enhancing their design, approval, and sales process.

Answering their first critical question, can I build this on this plot of land within minutes instead of weeks!

We are an ultra-fast growing SaaS start-up, backed by the largest hedge fund in Australia, with a rapidly growing subscriber user base from around the world including Australia, NZ, Canada, and the United States.

Position Overview -

Skilled and self-motivated Application Support Specialist.

Strong background in support functions and hands-on experience in handling technical requirements, including debugging logs, database (SQL), configuration checks, and more.

This role will be responsible for providing technical support to our clients, troubleshooting issues, finding root cause of the issue (RCA) and ensuring the smooth operation of our applications.

Responsibilities -

Provide technical support to clients via email, HS Live Chat, HS ticketing system.

Pro-active approach handling support tasks

Proficiency in canibuild application functionality and features/components

Troubleshoot and resolve application basic/medium issues by debugging logs, database, configuration checks etc.

Collaborate with cross-functional teams to escalate and resolve complex technical issues.

Perform root cause analysis for recurring issues and implement preventive measures.

Assist in the development and maintenance of support documentation and knowledge base articles.

Requirements

• Bachelor's degree preferably in Computer Science, Information Technology, or related field.
• 6 years plus experience in application support roles, preferably in a SaaS environment.
• Strong technical skills with hands-on experience in debugging logs, database queries (SQL, configuration checks and other similar tasks.
• Familiarity with ticketing systems such as HS, Jira.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and collaborate effectively in a team environment.
• Strong problem-solving and analytical skills
• Customer-focused attitude with a commitment to delivering high-quality support services.

Preferred other skills-

• Certification in ITIL or relevant IT service management frameworks.
• Experience working with cloud platforms such as AWS, Azure, or Google Cloud Platform.

Benefits

• Competitive salary package
• Full-time remote work
• Opportunities for career growth
• A dynamic work environment
• Employee Centric