Technical Application Support Specialist
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Technical Application Support Specialist
role at
Gresham
A Technical Application Support Specialist is an experienced diagnostician with the ability to investigate and resolve complex application problems in bespoke solutions. Responsible for providing exceptional technical support and managed service to Gresham's global product portfolio customers to ensure quick response times, low levels of downtime and excellent issue resolution. This is a senior and challenging role, suitable for experienced candidates who are driven to solve complex problems and become subject matter experts.
About the candidate
You will be experienced in, and enjoy, deep‐dive technical support of rapidly developing and bespoke enterprise software applications. This includes log analysis and issue replication, frequently relating to issues that have not been investigated before. Candidates who primarily rely on pre‐existing solutions, web searches or generative AI to support industry standard applications are unlikely to succeed in this role. We will provide training on any missing technical skills; these are secondary to your outstanding investigative and problem‐solving skills.
Key Responsibilities
Use your strong diagnostic techniques to identify the root cause of the problem, find solutions via fix or workaround advice, or escalating to the Development team
Reacting quickly to customer demands, awareness of ticket priorities, SLAs and customer requirements is second nature to you




Deliver market leading customer service that always aims to exceed demanding customer SLAs, escalating in a timely and appropriate manner
Ensure all customer contact and ticket progression is documented in a professional and informative way on the incident management system, enabling cross team collaboration and a consistent customer experience
Replicate customer issues where appropriate to ensure a deeper understanding of problems
Build and maintain good customer relationships by attending conference calls where appropriate, without assistance from senior peers
Provide lead application support for Gresham products acting as an acknowledged Subject Matter Expert in agreed areas of specialisation
Liaise with senior members of Development, Product Management and Professional Services to drive product improvement and project understanding
As part of a global team, you will primarily be working during Australia office hours.
Provide out of hours weekend on‐call cover when required.
Key Skills
Ability to process large amounts of information rapidly, while still identifying the key details
Outstanding problem solving and diagnostic skills
Remains calm under pressure,



working quickly and accurately
Educated to degree level, or appropriate equivalent qualified experience in the workplace
Previous experience in a technical application support role
Experience in a FinTech environment
Experience of database technologies such as MySQL; PostgreSQL; Oracle
Experience with Windows Server and Linux operating systems
Experience of cloud technologies, in particular AWS
Experience with Kafka and Kubernetes is highly desirable.
Attributes
Driven to solve problems
Self‐motivated and able to work autonomously, while retaining a highly collaborative approach
Able to lead on ad‐hoc projects and requests
Demonstrable customer service and communication skills, remaining calm and professional even when faced with complex problems or difficult situations
Able to work proactively as part of a team, manage own workload and progress tickets without support
Able to demonstrate strong verbal and written communication skills, including report writing and delivering presentations
Able to adapt to a diverse customer base maintaining exceptional levels of customer service
Key Stakeholders
Reports to Regional Customer Success Manager or a Team Lead
Key customer contacts
Professional Services, Customer Support, Development and Sales teams
Senior Leadership team
Seniority level
Associate
Employment type
Full‐time
Job function
Business Development
Industry
Software Development
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📌 Technical Application Support Specialist (New South Wales)
🏢 Gresham
📍 New South Wales