Technical Support Engineer

May 8, 2022

Job Description

Are you passionate about creating incredible customer experiences and enjoy the dynamic nature of the software industry? If so, we need you!

Joining our APAC Support team, you’ll play an essential role in ensuring our customers are equipped and able to maximise the use of our products. You will help cover our customer’s needs, which as demand grows, may include being part of a roster rotation that includes regular weekend coverage.

After 20+ years we still have our first employees, first resellers, and first customers. Our success is not measured by profits and business metrics, but instead by the impact we’ve had on our 110 million users across 70,000 organisations in 195 countries. We’re engineering-driven and fuelled by coffee. We build things that make a difference to our planet and have fun doing it.

Some of the things you’ll do…

Keep our customers front of mind as you investigate, solve and escalate (when needed) a variety of different problems.
Work as part of a network of global support teams responding to enquiries that come in by phone, email, webchat and forum support.
‘Assist channel partners with the PaperCut products, scripting, print domain and print queue management questions.
Contribute to PaperCut’s growing technical knowledge base specifically in the infrastructure and networking space.
Consolidate feature feedback from customers and provide insight in product planning meetings.

What success looks like 6 months in…

Your speedy and comprehensive replies “wow” our customers and partners alike.
Motivated by your curiosity, each engagement with a customer presents an opportunity for you to improve and learn new ways to make them happy.
You make the most of your previous experience in IT Support (e.g. Deployment Tools) and your natural solutions-focused approach to support the unique requirements of our customers.
You’re known by your colleagues as a collaborative, logical and calm troubleshooter who is passionate about continuous improvement for not just PaperCut, but for our partner ecosystem too.

What else you can expect from us…

We’re a people-first type of place and we’re led by our values in everything we do – Caring, Honest, Intelligent and Nimble (CHIN).
We’ve transitioned to a hybrid model and our Camberwell office is now open and available to those who’d like to use it.
When in the office, you can enjoy free parking, unlimited coffee from our in-house espresso machine and drink it in alongside an outstanding view of the city from our outdoor deck.
Our share the success bonus scheme is a wonderful way to celebrate our success each year. We also offer generous leave options, an individual training budget and a super flexible environment.
We’re also open to alternative working arrangements you might appreciate, so please don’t hesitate to highlight this during your application.