Senior Support Engineer - Australia

Customer Support Sydney, Australia


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Job Description

Position: Senior Support Engineer

Reports to: Manager, Customer Support

Location: Sydney, Australia

Job Overview

The Senior Support Engineer is a key technology member of an overall team responding to customer inquiries across the full suite of Reveal software and technologies.  They are responsive, helpful, thorough, and communicative when working with those internal and external to Reveal.  They are tier two responders brought in by front-line responders for advanced issue resolution.  This individual contributes to the proactive and urgent support of items in conjunction with the larger team. 

Responsibilities and Duties

  • Provides assistance and expertise responding to customer inquiries assuring a timely acknowledgement and utilizing skills, application expertise, and knowledgebase articles to answer questions and solve technical problems.
  • Contributes to ticket resolution maintaining a philosophy of contribution until the request is completely resolved and provides follow-up with client after closed to assure continued success.
  • Attend daily/weekly team status and development meetings and aid those with roadblocks.
  • Provides mentorship and training to team members outlining protocols to assist users with configuration and settings across Reveal AI/Processing/Review technologies and test to assure it is functioning to client satisfaction.
  • Assist with the development of the Application Support Playbook.
  • Maintain the Support Testing Environment for bug testing and training.
  • Contribute to software documentation, knowledgebase articles, and other client facing materials.
  • Develops a deeper understanding of the Linux Operating System to assist with more in-depth troubleshooting.
  • Summarize product bugs and present to Product Development for prioritization.



  • Excellent written and oral communication skills.
  • Engaging personality and ability to engage others.
  • Keen sense of attention to detail.
  • Obsessive documentation practices.
  • Experienced problem solver with follow-through on tasks.
  • Seeker of excellence with unending pursuit of improvement.
  • Unselfish team player.
  • Quickly learn and understand technology.

Education & Experience

  • College degree in Computer Science or Information Systems related area
  • Minimum 2 years of experience installing Linux (CentOS and Red Hat) applications and performing systems administration. Preference is given to certified applicants.
  • 5 to 10 years of working experience with previous help desk/support history.
  • Familiar with client-server architecture, modern programming language, and SQL scripting.
  • Experience working with general LAMP stack and Java applications.
  • Linux security configurations, including iptables and firewalld, SELinux, HAProxy, and SSL/TLS
  • Experience administering Windows servers.
  • Basic networking experience, including TCPIP, DNS/Bind, subnetting, VLANs, and default ports for common protocols.
  • Database basics, including table navigation, select, and updates for Postgres and MySQL.
  • Understanding of enterprise server hardware and storage solutions (NFS, CIFS, disk types, and RAID).
  • Virtualization (VMWare, VirtualBox, AWS, other Enterprise Cloud solutions).
  • Bash shell or Python scripting.
  • Familiar with Azure/AWS a plus.
  • eDiscovery experience is a big plus.

Ideally, you would have some background in programming, be enthusiastic about new knowledge, and want to grow with an exciting technology company.

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment. 

Hiring Policy

Reveal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reveal does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.