Dropsuite

Technical Support Engineer  

(Full-time, Remote, Australia) 
 
About Dropsuite 
Dropsuite (listed DSE:ASX) safeguards business information. We are a global, fast-growing, partner-centric company building secure, scalable, and highly usable cloud backup technologies for businesses. Our mission is to help business stay in business. Dropsuite performs billions of backups per day for organizations in more than 100 countries around the globe. 

Dropsuite is known for its team of ‘hungry owners.’ We are hungry to win and tenacious, but at the same time we all are owners: we do not cut corners and always seek to do the right thing. We are experts in what we do, are highly customer focused and we love solving problems. We play as a team, where respect is one of our key values and we see helping others as a priority. 
 
About the Role 
Dropsuite is looking for a highly skilled Technical Support Engineer to join our global support team. We pride ourselves in delivering an unparalleled customer experience and are searching for someone that does the same!  

  

This essential role involves direct interactions with our partners in ANZ and Asia Pacific to address technical and service issues. You will perform daily ticket management for service restoration and investigation of complex issues. You will provide both technical and non-technical resolution for our suite of products, while working closely with the Dropsuite Product and Engineering teams for timely resolution of technical issues that require escalation to deliver the best customer experience possible. 

 

This position will be a bridge between the business and the technology teams understanding customer queries, analysing it technically, and providing either resolution or escalation to our engineering team. Part of this process involves working closely with the product team to suggest product improvements or new features based on customer feedback. You will learn about the best technologies for real time automated data backup and archive management. 
 
What will you be doing: 

• Provide escalated level Support for all Dropsuite products  
• Use of the ticketing system for ALL incidents, changes, and problems  
• Research, document, and prioritize customer issues leveraging internal tools and escalate as necessary  
• Investigate and resolve service issues, perform basic troubleshooting  

• Participate in daily scrum meetings  
• Attend quarterly product planning meetings having high visibility to C-level leadership  
• Communicate technical issues effectively to a non-technical audience  
• Provide shift coverage if needed  
• Maximize customer satisfaction  

• Create and curate knowledge content  
• Multitask while working on multiple different concurrent issues  
• Monitor, manage and prioritize time and work in a fast-paced environment 

 

Our ideal candidate has: 

• 2+ years of experience in a Technical Support role with SaaS products  
• 3+ years of experience with Office 365 or Google Workspace Administration  
• 1+ years of experience with cloud backup systems and/or similar technologies  
• Strong work ethic and does not mind working a few extra hours during peak times  
• Excellent written and verbal communication skills  

• Two professional references 
• A big plus if you have: 

• Experience diagnosing problems via application log trace  
• Technical experience with SaaS solution distributors or Managed Service Providers (MSP’s) 

 

What we offer 

• Competitive compensation  
• Long term incentives (e.g., Stock options or performance shares – subject to performance)  
• Remote working and flexible working hours  
• 20 days of annual leave  

• Meaningful career paths and personal development programs  
• Work in a global company with meaningful work, highly skilled colleagues, and an amazing culture 

 

If the above excites you and you are the person we are looking for; please submit your CV, your availability and desired salary. We regret to inform that only shortlisted candidates will be contacted. 

 

Posting Statement 
Dropsuite is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.