Support Engineer

Job Description
Join our family at Pricefx, a leading SaaS Pricing (Price Optimization & Management) provider. Experiencing consistent annual growth, Pricefx remains committed to stable employment.
We value flexibility and provide home office and remote work opportunities. Our product boasts outstanding customer reviews ranging from small companies to renowned names such as Michelin, Kohler, White Cap, Avery Dennison, and Bosch.
With branches in 7 countries and over 30 nationalities, Pricefx is a genuinely international and diverse company, fostering a warm, welcoming, and respectful environment. Join us at Pricefx and be part of a winning team that values your unique contributions, encourages accountability and personal growth, and celebrates collective achievements.
Your mission?
Do you like multiple challenges? Can you write a piece of code? Do you like testing? Can you query a database? Do you know how to command a remote server?
If you answered at least once: "Yes", then you will be happy to learn the rest as a member of Pricefx Support Team.
We're Tier 3/4 level Support team, thus you will really touch the Pricefx pricing platform technically, no bureaucratic BS. You will be responsible for providing technical support, mainly via web ticketing system channels, to ensure our customers achieve their desired pricing outcomes. You will work closely with the whole Engineering team, as well as with each Customer Solutions team, Operations team, and other stakeholders. You will be a part of a large cooperative team, but you will organize your work your way based on priorities and your work will be self-managed.
You will be in charge of...

• Use problem-solving skills to analyze and solve requests coming from our customers
• Managing incidents based on defined ITIL priorities
• Performing root cause analysis
• Understanding Pricefx pricing platform from the customer and technical side as well
• Analyzing logs, code debugging, understanding database queries, monitoring server performance
• Active communication with other teams when it comes to investigating or fixing server bugs, addressing configuration change requests and reporting core bugs
• Being on evening and weekend duties, be available within one hour to address new critical tickets or system down situations based on received monitoring alerts
• Proactively sharing knowledge and how-tos with customers and our teams internally when possible

What should you have to succeed?

• Proven basic programming skills (preferably in Groovy, Java)
• Basic UNIX knowledge (shell scripts, CRON, grep, cat ...), MySQL/Postgres skills, understanding logs
• Knowledge and interest in coding, SQL, web technologies (HTML, JSON, REST API), GIT
• Experience with ticketing systems or development methodologies - working with priorities, SLA, statuses, workflows, JIRA
• Excellent communication and writing skills - reaching out to customers/internal teams, expanding documentation/how-to articles, reporting bugs into JIRA

Other job specifics...

• A valid visa for working in Australia
• Full-time employment
• Ability to work on standby evenings and weekends on a rotating basis with the other support engineers (every 2-5 weeks max)

Location

• Brisbane, Australia (Remote Opportunity)

What will you love about us?
Our employees appreciate the warm and friendly atmosphere, as well as the flexibility and growth opportunities we provide. Check out our Glassdoor scores and reviews.
We will support your home office setup with a monthly IT allowance. We prioritize work-life balance and, in addition to vacation, offer work anniversary, birthday, and CSR days off. Building a sense of community is important. We organize regular virtual or in-person meetups and many social activities and challenges.
We're proud also to offer some amazing benefits.

• We will give you the option of your own devices by providing a monthly $340-IT allowance (laptop, mobile, and internet).
• 4 weeks of vacation, 2 compassionate leave, 10 personal carer's days, and your birthday off.
• Employee Health & Fitness allowance
• Superannuation Guarantee Percentage

By applying, I confirm that I acknowledge and understand how Pricefx processes my personal data as per information in GDPR for Candidates .