Senior Support Engineer

Senior Talent Acquisition Specialist @ Alex Solutions | Human Resources, Recruiting Join us at the forefront of AI-driven innovation! We’re integrating

AI and GenAI

across our entire product development lifecycle, transforming how we design, build, and optimize our platform. At the same time, our platform itself

leverages AI and GenAI

for key use cases like

Natural Language Search, Enrichment, Classification, and Anomaly Detection , paving the way for

AI Agents and autonomous data management . Here, you’ll work with cutting-edge AI models, solve complex data challenges, and build high-performance solutions that redefine the future of data management. If you’re a developer who thrives on innovation, we want you on our team!

Who are we?

The future is going to be defined by data. That's why we've assembled a team of talented professionals to create a simple, social and self-managing data platform for organisations of all sizes.

Alex Solutions is an Australian-owned software company that is bringing innovation and disruptive ideas to the way organisations manage their information assets.

We design the Alex platform with the belief that anyone and everyone should be able to easily find the right data and understand whether it is fit for purpose. Named after the Ancient Library of Alexandria - the keeper of all knowledge - Alex aspires to be the single source of truth in all organisations. Alex is empowering the world to quickly find, understand, protect, and ethically use the world’s data.

Recognised by Gartner as a Global Leader in the Magic Quadrant for Metadata Management Solutions for 3 successive years - our team is extremely proud to be representing Australia on a global stage.

We are a team of 95 passionate people - our HQ is in Melbourne, Australia and we are scaling up! We now have team members operating 3 regions across the world.

Alex Solutions is seeking an experienced

Senior Support Engineer

to join our dynamic, fully remote team.

This position is based in the APAC region and operates predominantly in the APAC timezone, with flexibility required to support customers in North America and Europe when needed.

100%, work from home role

Flexible hours and arrangements to suit your needs

Company paid training and certificates

International, distributed agile team

Collaborate with team members across different geographies and cultures

Laptop provided so you can do your best work with us

Day to day activities:

Serve as the global escalation point for

complex L3 and L4 support issues , providing expert troubleshooting and resolution for Alex Solutions’

Active Metadata Fabric and Governance Platform

and associated cloud environments.

Design, build, and maintain

automated support agents and scripts

to streamline ticket updates, diagnostics, and resolution workflows.

Review and govern agent outputs , ensuring automated actions meet quality, completeness, and accuracy standards.

Maintain meticulous records of support activities and ticket progress in

Jira , ensuring traceability and adherence to global SLAs.

Drive and enforce best practices for global support operations, aligned with enterprise-grade service expectations.

Collaborate closely with Delivery and Engineering Managers to elevate L4 issues efficiently and effectively.

Analyze recurring patterns to identify opportunities for root cause elimination in partnership with engineering and product teams.

Demonstrate a strong sense of urgency, ownership, and commitment to customer success.

Contribute actively to support documentation and knowledge management to uplift the performance and maturity of the support function globally.

Participate in an on‑call schedule as required to ensure 24x7 support capability.

Technical Expertise

Proven experience in resolving complex L3/L4 issues for enterprise software or

metadata platforms .

Strong technical troubleshooting skills across

cloud-native architectures

(e.g., Docker, Kubernetes, AWS/Azure).

Experience building and improving

automated support scripts and agents

(e.g., Python, shell scripting).

Ability to analyze logs and diagnostics in environments using Java, Scala, PostgreSQL, Neo4j.

Understanding of API integrations and enterprise system interoperability.

Expert-level proficiency with Jira , including:

Managing sophisticated workflows and SLA configurations.

Automating ticket handling and reporting.

Driving ticket hygiene, documentation standards, and transparency.

Using Jira Service Management for seamless global support operations.

Operational Excellence and Collaboration

Meticulous attention to detail, strong organization, and disciplined follow-through.

Ability to prioritize effectively under pressure while maintaining operational rigor.

Excellent written and verbal communication skills, able to communicate technical issues to non-technical audiences.

Ability to work independently and collaboratively in a global, distributed team environment.

What We Offer

Competitive compensation and benefits package.

Flexible remote work arrangement aligned to APAC timezone.

Opportunity to work at the forefront of

Active Metadata Fabric and Governance

innovation.

A global team culture that values operational rigor, technical excellence, and customer success.

Seniority level Mid‑Senior level

Employment type Full‑time

Job function

Information Technology

Software Development

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