Application Support Engineer

Description

• Base Yourself in Brisbane
• Permanent Full Time Opportunity
• 100% Remote Role. Will transition to Hybrid Work Model

CloudBlue is the world’s largest cloud platform provider that orchestrates B2B ecosystems by enabling management of traditional and digital products and subscriptions, quickly onboarding, and integrating with partners, and scaling Digital Business globally with a single platform.  

At CloudBlue we connect players in both IP Owners and Go-To-Market ecosystems, enabling their digital transformation into the subscription economy and accelerating their time to revenue by managing the catalogs, order fulfillment, subscription & billing across their multiple channels. 

A revenue-generating platform that underpins the largest Telcos, Distributors, MSPs, VARS and Enterprises, and connects them with the largest ecosystem of leading SaaS, PaaS and IaaS vendors in the market. We help these Provider partners monetize and manage the entire lifecycle of cloud services, infrastructure, and IoT subscriptions, so they can simplify digital transformation with confidence, speed, and agility.  

CloudBlue is the only cloud commerce engine with a proven hyper-scale digital platform, and today powers the world’s largest service provider marketplaces, totaling more than 30 million seats globally. CloudBlue, a newly formed Ingram Micro business, is the result of $500 million in investments, including the acquisitions of Odin, Ensim, and four others software companies. Our CloudBlue commerce platform enables companies to rapidly increase their level of success in the cloud market by building, scaling, and monetizing services. 

CloudBlue is the fabric that transcends every aspect of the new digital economy. We are enabling SaaS transactions, delivering cloud services, and offering enterprise-level anything-as-a-service faster, simpler and more cost-effectively. Our diverse and innovative team enjoys the continually evolving environment we are in, surrounded by the infinite potential of technology and leading the XaaS revolution.  

Responsibilities:

• Answer how-to questions and recommend best practices related to CloudBlue product functionality and configuration.
• Investigate technical issues reported by customers, troubleshoot, and identify solutions and root causes.
• Resolve problems by applying correct procedures and documentation.
• Collaborate with other teams (e.g., Developers, Account Managers, Product Team) to successfully resolve the reported issues. 

• Manage own time and workload, provide prompt and accurate feedback and status updates to customers according to SLA.
• Ensure proper recording and status update/closure of all processed tickets in the request tracker.
• Document investigation steps and applied solutions in the form of tech notes and knowledge base articles.
• Adhere to defined standards and measures for quality and customer satisfaction requirements.
• Maintain up-to-date knowledge about CloudBlue products, related products and technologies, and support processes by attending training and self-study.

As a part of this role, candidates would be placed in a rotating shift roster.

Skills and expertise:

• Linux system administration experience (CentOS, RHEL).
• Practical experience with networking and network services configuration: ability to provide examples of troubleshooting and resolve test troubleshooting cases:
  • TCP/IP
  • IP addressing and subnetting, routing concepts
  • Firewalling.

• Understanding of system logs and experience with troubleshooting/monitoring utilities.
• Relevant web hosting experience.
• Standards, protocols, and data formats used for APIs and systems integration: JSON, XML, REST, SOAP, XML-RPC, OAuth, SAML.
• SQL experience: analyzing and composing queries.
• Good verbal and written communication, fluent in English (B2 minimum).
• Ability to work both independently and cooperatively with others.
• Strong customer focus.
• Ability to stay calm & focused under pressure.
• Desire to learn and ability to learn fast.

The following skills and expertise would be a plus:

• Virtualization (Virtuozzo/Azure/AWS) and containerization (Docker/Kubernetes) experience.
• Browser console debugging experience (analyze XHR requests, responses, catch exceptions, reproduce using curl).
• Experience with java wildfly application server (configuration, dump and log analysis).
• Scripting expertise (e.g., Bash, Python, PHP).
• Performance troubleshooting skills (with tools like ps, top, sar, strace).

What we offer:

• Competitive salary.
• Working only during day shifts (follow-the-sun support model).
• Career growth within the support team and into other functions.
• Opportunity to obtain external technical certifications (e.g., RedHat, Microsoft, Azure, AWS).
• Work from home allowance

We value creativity, enthusiasm and proactiveness to achieve results. 
#LI-DL1
#LI-Hybrid

Due to COVID-19, our office associates are currently working from home. Keeping in mind the overall health and safety of our associates and candidates, we’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely

Ingram Micro is an inclusive Equal Employment Opportunity employer, with focus on Diversity, Equity & Inclusion. We consider applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please reach out to the Talent Acquisition Specialist/Job Poster and identify the type of accommodation or assistance you are requesting. We will try our best to make these accommodations. Please do not include any medical or health information in this email.