Associate Technical Support Engineer

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that’s transforming the global retail supply chain! 

Position Summary: 

We're seeking an Associate Technical Support Engineer to join our Customer Success team. Reporting to our Revenue Office, in this role you will be responsible for providing essential product support to customers through various communication channels, resolving basic support inquiries. You will succeed by solving technical challenges, staying at the forefront of industry trends and technologies and making a difference for our customers. If you’re an excellent communicator with an interest in technical support and an eagerness to learn from experienced colleagues and mentors, this could be a great role to start your career with SPS!

Key Responsibilities:

• Provide product support to customers through various communication channels, including training on applications and tools as needed
• Provide customer support related to basic system automation and legacy products and solutions
• Assess the nature of product issues and resolve basic support inquiries promptly
• Recognize and evaluate scope and impact of a potential issue, taking appropriate action to mitigate risk across the broader network
• Diagnose customer needs and engage collaborative resources when necessary, ensuring continuous communication with customers until resolution is achieved

Location: 

Melbourne - Burwood East

Mon to Friday - rotating flexible roster

7am to 3:30pm

9a to 5:30p

10:30a to 7p

Required Qualifications:

• Bachelor's degree in a relevant field or equivalent work experience
• A strong interest in technical support and a commitment to continuous learning
• Effective problem-solving skills and critical thinking abilities
• Agility to adapt to shifting and concurrent priorities
• The ability to work collaboratively in a team-oriented environment

Preferred Qualifications:

• Prior experience providing SAAS customer support
• Basic understanding of Supply Chain processes, XML, and/or EDI schemas (X12, EDIFACT)
• ERP experience (NetSuite, QuickBooks, Acumatica, etc.)