Senior Support Engineer

Overview

Join to apply for the Senior Support Engineer role at Alex Solutions .

The future is going to be defined by data. That's why we've assembled a team of talented professionals to create a simple, social and self-managing data platform for organisations of all sizes.

Alex Solutions is an Australian-owned software company that is bringing innovation and disruptive ideas to the way organisations manage their information assets.

We design the Alex platform with the belief that anyone and everyone should be able to easily find the right data and understand whether it is fit for purpose. Named after the Ancient Library of Alexandria - the keeper of all knowledge - Alex aspires to be the single source of truth in all organisations. Alex is empowering the world to quickly find, understand, protect, and ethically use the world’s data.

Recognised by Gartner as a Global Leader in the Magic Quadrant for Metadata Management Solutions for 3 successive years - our team is extremely proud to be representing Australia on a global stage.

Key Responsibilities

• Serve as the global escalation point for complex L3 and L4 support issues , providing expert troubleshooting and resolution for Alex Solutions’ Active Metadata Fabric and Governance Platform and associated cloud environments.
• Design, build, and maintain automated support agents and scripts to streamline ticket updates, diagnostics, and resolution workflows.
• Review and govern agent outputs , ensuring automated actions meet quality, completeness, and accuracy standards.
• Maintain meticulous records of support activities and ticket progress in Jira , ensuring traceability and adherence to global SLAs.
• Drive and enforce best practices for global support operations, aligned with enterprise-grade service expectations.
• Collaborate closely with Delivery and Engineering Managers to escalate and resolve L4 issues efficiently and effectively.
• Analyze recurring patterns to identify opportunities for root cause elimination in partnership with engineering and product teams.
• Demonstrate a strong sense of urgency, ownership, and commitment to customer success.
• Contribute actively to support documentation and knowledge management to uplift the performance and maturity of the support function globally.
• Participate in an on-call schedule as required to ensure 24x7 support capability.

Required Skills and Qualifications

Technical Expertise

• Proven experience in resolving complex L3/L4 issues for enterprise software or metadata platforms .
• Strong technical troubleshooting skills across cloud-native architectures (e.g., Docker, Kubernetes, AWS/Azure).
• Experience building and improving automated support scripts and agents (e.g., Python, shell scripting).
• Ability to analyze logs and diagnostics in environments using Java, Scala, PostgreSQL, Neo4j.
• Understanding of API integrations and enterprise system interoperability.
• Expert-level proficiency with Jira , including:
• Managing sophisticated workflows and SLA configurations.
• Automating ticket handling and reporting.
• Driving ticket hygiene, documentation standards, and transparency.
• Using Jira Service Management for seamless global support operations.

Operational Excellence and Collaboration

• Meticulous attention to detail, strong organization, and disciplined follow-through.
• Ability to prioritize effectively under pressure while maintaining operational rigor.
• Excellent written and verbal communication skills, able to communicate technical issues to non-technical audiences.
• Ability to work independently and collaboratively in a global, distributed team environment.

What We Offer

• Competitive compensation and benefits package.
• Flexible remote work arrangement aligned to APAC timezone.
• Opportunity to work at the forefront of Active Metadata Fabric and Governance innovation.
• A global team culture that values operational rigor, technical excellence, and customer success.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology and Engineering

Industries

• Software Development

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