Senior Solutions Support Engineer - Justice Technology
Location: Adelaide / Hybrid
Job Function: Technology Software Support
Salary: $150K Base
+ Bonus
Job #: 2077
Senior technical escalation role supporting complex, mission-critical enterprise software across ANZ
Hands-on SQL Server, T-SQL, Windows Server and IIS troubleshooting - genuine Level 3 application support
Circa $150k base + bonus | Adelaide | Hybrid - 2 days office / 3 days WFH
Company
Our client is a global leader in justice technology, delivering secure, enterprise software platforms for prisons, probation/community corrections and other highly regulated environments since the 1990s.
A King’s Award winner for International Trade, the organisation continues to invest heavily in innovation across a highly scrutinised market. Its technology supports correctional facilities throughout Australia and forms part of the day-to-day operation of prisons, covering areas including prisoner management, self-service, communications, financial transactions, visits, scheduling and case management.
With a commanding position in the Australian corrections market and continued growth across ANZ, the business combines the backing and technical depth of a global software company with a small, highly experienced local team.
Role
This is a senior, hands-on technical application support position and the most senior customer support engineering role within the Australian business.
You’ll take ownership of complex escalations and Level 3 support issues across a sophisticated enterprise software environment, working directly with customers, internal developers, infrastructure providers and specialist colleagues in Australia and the UK.
This is not desktop support. You’ll be getting under the hood of applications, databases, servers and integrations to understand what has gone wrong, identify the root cause and see the problem through to resolution.
What you’ll be doing:
Own complex support tickets from initial investigation through to resolution, prioritising operational impact and agreed service levels.
Write and use SQL queries to investigate customer problems, reconcile data and diagnose application issues.
Investigate stored procedures, scheduled jobs, application logs and system diagnostics.
Troubleshoot Microsoft SQL Server, Windows Server and IIS environments, including services, application pools, configuration files and logs.
Diagnose whether issues sit within the application, database, configuration, infrastructure or network environment.
Investigate APIs, data synchronisation, file imports/exports and other third-party integrations.
Configure applications and perform controlled production changes with appropriate validation and documentation.
Support software installations, upgrades and testing, ensuring systems operate correctly following changes.
Troubleshoot web portals, kiosks and connected devices including biometric readers and barcode scanners.
Work directly with customer IT teams, developers and infrastructure providers to resolve complex issues.
Share technical knowledge and mentor more junior members of the Australian support team.
Provide occasional technical input into major customer projects and enterprise opportunities.
Participate in a extremely light on-call roster, provide occasional onsite customer support and collaborate with UK colleagues when required.
You
This role is suited to an experienced application support engineer who enjoys technically difficult problems and wants ownership rather than simply escalating issues elsewhere.
You’ll ideally bring:
At least three years' experience in technical application support, software support, application engineering or a similar hands-on role.
Strong Microsoft SQL Server and T-SQL capability, including writing your own queries to investigate application and customer issues.
Experience querying and reconciling data and investigating stored procedures and scheduled jobs.
Strong hands-on Windows Server and IIS troubleshooting experience.
Experience working with services, application pools, configuration files, logs and HTTPS certificates.
A practical understanding of networking and application connectivity including DNS, ports and firewalls.
Experience investigating integrations such as APIs, synchronisation processes or file imports and exports.
The ability to methodically isolate issues across applications, databases, servers, networks and infrastructure.
Experience making controlled changes within production environments and validating that changes have worked.
Strong customer-facing communication skills and the ability to explain technical issues clearly.
Good judgement when working with sensitive information and mission-critical systems.
Experience with PowerShell, Active Directory, Azure Virtual Desktop, SQL Server performance investigation, ITIL/change control or specialist hardware such as kiosks and biometric devices would be advantageous.
You don't need previous corrections or justice-sector experience - strong technical foundations, curiosity and the ability to learn a complex software platform are far more important.
Benefits
Circa $150k base salary plus annual bonus.
Hybrid working - typically 2 days in the Port Adelaide office and 3 days from home.
Become the senior technical escalation point within the Australian support team.
Genuine opportunity to progress towards Team Lead responsibility.
Work with large, complex enterprise software environments rather than narrow point solutions.
Exposure to a broad platform comprising approximately 30 applications/modules across multiple areas of prison and offender management.
Work directly with experienced technical specialists in Australia and the UK.
Limited interstate travel - typically only a handful of customer trips each year.
Meaningful technology supporting essential public services and highly complex operational environments.
High-trust, autonomous working environment within a growing global software company.
To apply for this exciting opportunity, click the 'APPLY' button below.
Confidentiality is assured. Your resume will not be forwarded without your prior knowledge and consent. For more quality career opportunities, visit http://ludtec.com.au
