• Bachelor’s degree in computer science, Software Engineering, or related field
• Strong technical troubleshooting and problem-solving skills
• Experience providing software support or customer service
• Excellent written and verbal communication and technical writing skills
• Attention to detail and strong organizational skills
• Proven track record of working independently and with small and large teams
• Ability to work unsupervised and take responsibility for the completion of tasks
• Adaptable and flexible in approach to work

Desirable

• We are looking for an enthusiastic Software Support Engineer who thrives in a fast-paced, flexible work environment
• In this role, you will work closely with Software Developers, App Support Engineers and Service Delivery Managers to ensure the prompt resolution of escalated issues
• The role will be responsible for providing third level support, including configuration and some code fixes and facilitating knowledge transfer to our Application Support team
• Investigate and troubleshoot issues on Cubic’s software platform
• Collaborate with software developers and App Support Engineers to identify, evaluate, and resolve application and system issues
• Take ownership of customer issues escalated by the App Support team and see problems through to resolution
• Support consistent uptime of the platform by reacting to alarms, monitoring performance and escalating issues to service owners as required
• Document customer interactions and resolutions accurately and thoroughly
• Contribute to the development and maintenance of support documentation, knowledge base articles, and best practices
• Perform root cause assessment and debug all issues and incidents assigned to Level 3
• Participate in product testing and quality assurance activities
• Stay up to date with product knowledge and latest industry trends
• Collaborate with cross-functional teams to improve overall product and customer experience
• Assist Support Engineering Manager with development, documentation and rollout of new operational processes and enhancement and enforcement of existing operational processes
• Ensure any Production discovered issues result in improvements to the relevant Monitoring and Testing strategies and activities of Cubic teams
• Assist in PI planning and team refinements to ensure potential issues are discovered prior to production releases
• Represent Support concerns where needed in technical planning