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, Postgre
  
  SQL, Neo4j.
• Understanding of API integrations and…