About the role

As a Technical Support Engineer, you are the technical backbone of our customer support organization. You independently own complex issues across application, integration, and infrastructure layers, from first contact through root cause and resolution. You're the critical bridge between frontline support and engineering, trusted by customers and colleagues alike to diagnose quick, communicate clearly, and close cases right. This is not a script-following role. You'll work with real enterprise environments, live production data, and customers who depend on your expertise every day.

Key responsibilities
Independently own end-to-end diagnosis of application, database, integration, and performance issues in production WMS/logistics environments
Write and review SQL queries to validate data integrity; analyze execution plans and map workflows to underlying data structures
Troubleshoot file-based, table-to-table, and API integrations, including endpoint validation, authentication, and retry logic
Diagnose OS-level and setting failures, coordinate with infrastructure and security teams as needed
Manage the full case lifecycle with transparent customer communication, timely updates, and root cause documentation




Serve as escalation point for Tier 1 and collaborate with Tier 3 and Engineering on complex issues
Mentor junior team members, contribute to the knowledge base, and participate in on-call rotations

About you
Bachelor's degree in Computer Science, MIS, or equivalent hands-on experience
3+ years supporting enterprise software in production environments
Strong Microsoft SQL skills: query writing, data analysis, stored procedure review, performance tuning
Hands-on experience troubleshooting Microsoft Windows Server in production environments, including diagnosis and resolution issues
Working knowledge of application integrations: APIs, file transfers, and system workflows
Ability to troubleshoot across application, database, and infrastructure layers simultaneously
Advanced English communication skills — written and verbal — capable of explaining complex technical issues to both technical and non-technical audiences (TOEIC 800+ / IELTS C1 or equivalent)
Self-directed and able to manage workload independently
Preferred: Experience supporting Warehouse Management Systems (WMS) or supply chain software
Preferred: Familiarity with ITIL practices: incident management, problem management, escalation workflows

📌 Technical Support Engineer Sydney
🏢 Infios AU
📍 Sydney