RecordPoint is a data and information lifecycle management SaaS product designed to give highly-regulated organizations a competitive edge through safer, more secure, and better-managed data. We're a disruptor in our industry, set apart from competitors by our cutting edge technology and innovation-first mindset. Our global customer list includes top-tier brands and government agencies like the City of New York, Westpac, National Australia Bank (NAB), Australian Prudential Regulation Authority (APRA), Security Benefit, Cupertino Electric, Australian Securities & Investments Commission (ASIC), Transport for NSW, Ausgrid, Pacific Gas & Electric (PG&E;), and Delaware Life.

Team RecordPoint is made up of 100+ tech-driven professionals at the top of their respective fields. While we've got all the perks you'd expect — think truly flexible work arrangements, generous paid parental leave, 4 weeks annual leave and Employee Share Options — you might find that the greatest benefit of all is the team you join. As a Senior Technical Support Engineer at RecordPoint, you will play a crucial role in ensuring the satisfaction of our customers by providing advanced technical and business support for our software products.

You will work closely with customers, as well as collaborate with internal development and product teams to resolve complex technical and business issues. The ideal candidate should have a strong technical and business background, excellent problem-solving skills, and a passion for delivering exceptional customer service. Maintain a deeper understanding of the products, services,



and systems you support Handle more complex technical issues and perform advanced troubleshooting to diagnose and resolve problems Collect feedback from customers regarding product improvements and collaborate with product and engineering to enhance the product offering based on customer input Conduct root cause analysis to identify underlying problems and communicate with engineering to help prevent similar issues from occurring in the future Contribute to or update technical documentation, knowledge base articles, and FAQs to ensure that other support engineers and end-users have access to accurate and up-to-date information Review and improve internal processes to optimise support efficiency and stay up to date with industry best practice Provide training and guidance to support engineers to help them handle more complex issues in the future Provide onboarding services for customers in conjunction with other support engineers Overall, a Senior Technical Support Engineer plays a crucial role in resolving challenging product, business and technical issues and providing a higher level of expertise to customers Bachelor's degree in Computer Science, Information Technology, or related field is desirable Proven experience in a technical support role, preferably in a SaaS environment Customer-focused with a passion for delivering exceptional customer service Familiarity with customer support tools and ticketing systems Strong understanding of software architecture and the ability to read and understand code Knowledge of database systems, networking concepts, and security principles Familiarity with cloud-based technologies, APIs, and web services Experience writing and running automation scripts such as PowerShell and/or Python Experience with Microsoft Azure, Office365, Enterprise file sync and share applications (Google Drive, Box, Dropbox etc.) Knowledge of IT operations best practices in an always-up, always-available service Flexible work-life balance Personal Development budget for all staff A brilliant graduate program with mentoring and growth opportunities Work on a product that makes a real social-good impact Salary ranges are a total On Target Earnings (OTE) number that is inclusive of a base salary and bonus component.

RecordPoint also offers Employee Share Options for staff as part of our long-term incentives program. Full time Information Technology

📌 Telecommute UX Senior Technical Support Engineer (Vancouver)
🏢 RecordPoint
📍 Vancouver