Technical Support Analyst (APAC)


Concentrix Tigerspike is looking for an Technical Support Analyst who will sit across the APAC business focusing on supporting our clients. You'll work with a group of problem solvers who work collaboratively across Concentrix Tigerspike projects and client accounts. If you are excited to learn new things and thrive in a team-based culture where you have a lot of fun along the way, then Concnetrix Tigerspike could be the place for you!

Concentrix Tigerspike builds and manages bespoke software applications for its clients across a wide variety of industries and technologies. As an Incident Manager, you will have the responsibility to provide technical support to Concentrix Tigerspike managed services clients. You will be a highly visible representative of the team and you will work closely with our clients and the engineering team to diagnose, investigate, and resolve technical incidents.

We value diversity and are an equal opportunity employer, but due to current circumstances and the nature of this role, you will have to be an Australian Citizen for us to be able to consider you. You will be required to provide support and services to all of our clients (some of them are Government departments and agencies).

You will

  • Be the first point of contact for customers who require technical support
  • Provide excellent customer service
  • Take responsibility for incidents, problems, service requests, and provide clients with great service as you work to resolve via the appropriate workflow
  • Leverage modern tooling to help triage and resolve incidents in a timely and professional manner
  • Work professionally and collaboratively with third-party suppliers where it is necessary for the resolution of issues
  • Update documentation maintained per client to assist with efficient incident response and in keeping with contractual requirements
  • Collaborate effectively with Service Delivery Managers and Engineers to provide continuous improvements and contribute to Tigerspike’s evolving managed services offering
  • Timely escalation of Support related issues to the appropriate senior managers

You have

  • Industry experience working on 24/7 support programs
  • 2-3 years’ experience in a customer-facing service delivery role
  • An understanding of ITIL processes. Certification is a plus but not mandatory
  • Understanding of AWS or Azure Cloud principles and practices
  • Experience working with mobile operating systems and devices (iOS and Android)
  • Experience with alerting systems such as OpsGenie and PagerDuty
  • Exceptional communication skills
  • Excellent organisation and time management skills
  • Industry experience with Jira Service Desk (or equivalent incident management software)
  • The ability to logically problem-solve
  • Knowledge of log analysis techniques and tools e.g. AWS Cloudwatch/Azure insights/New Relic

Our Benefits

  • Flexible work hours and work from home policy
  • 20 days’ holiday (in addition to all public holidays) increasing to 25 days’ holiday each year after your 2nd work anniversary and 30 days after 5 years!
  • 2 Duvet Days per year - that’s for when the day would be better spent at the beach or in bed
  • A generous annual allowance for training and development
  • An annual allowance to spend on your personal growth such as learning a new language, cooking classes, yoga, pottery, or even attending a beer tasting course
  • Free Bootcamp classes weekly/lunch sport activities
  • Parental benefits that exceed statutory requirements
  • The chance to work on different projects in our other offices (London, Sydney, Melbourne, Brisbane, Tokyo, Dubai, Singapore, New York, Wroclaw)
  • Free lunch and drinks on Fridays

About Concentrix Tigerspike

We’re a global digital services company, offering end-to-end expertise in strategic consulting, service and experience design, multi-platform engineering, and systems integration.

We’re excited to announce that we’re now operating under the new name of Concentrix Tigerspike.

We’ve been a part of Concentrix since 2017, helping our clients around the world create great customer and employee experiences. We’ve made this change to our name to more clearly show the evolution of our services and how they complement and strengthen the overall strategic offering of Concentrix.

Our ownership and structure hasn’t changed: we’re still the same, great team spanning 10 global offices - and our design-led approach and deep engineering capability continue to remain core to how we work.

Our people are our culture and a huge part of what makes us unique. We recruit the best people and create small project teams, resulting in great chemistry between our teams and our customers that can solve even the toughest business problems.

*We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, nationality, gender, sexual orientation, age, or disability status.*

So what happens next?

Once we've received your application, we'll give it as much attention as it deserves and you'll hear from us either way. If we think you could be a good addition to our team, we will give you a call and from there you'll cruise through our recruitment process.

To all recruitment agencies

Concentrix Tigerspike does not accept agency resumes. Please do not forward resumes to our jobs alias, Concentrix Tigerspike employees, or any other organisation location. Concentrix Tigerspike is not responsible for any fees related to unsolicited resumes.