Staff Support Engineer, Sydney

We offer a flexible working policy that supports the health and well-being of our iManage employees. As an organization, we value collaborating and learning from our peers in person, while providing the necessary flexibility for our employees to have a meaningful work-life balance. Please reach out to learn more.

Being a Staff Support Engineer at iManage means…

You will work with our customers in the APAC region to troubleshoot, debug and answer questions about our products to help in always providing a best-in-class service.  You will be a part of our growing global Support organisation and a new team based out of Sydney.  You will be providing guidance to our iManage customers and will work with others to continue improving our support capabilities.  You will also provide a consistent experience across our iManage products and customers.

• You will report into our Support Manager and be working on challenging technical problems across the iManage ecosystem.  You will ensure our customers receive professional guidance. You will be a part of a team the continues to collaborate across the globe and help us to build upon the capabilities of our Support organization. You will also work with teams across iManage on special projects that will continually help us to enhance the customer experience.
• One of our leaders, Director of our Cloud Support team (John Conrad), said it best: An iManage Support Engineer is well positioned to build deep technical subject matter expertise in the iManage platform along with knowledge of business processes and customer lifecycle through integration with our Engineering, Cloud Operations, Customer Success, Product Management, and iManage partner ecosystem.

• Providing technical support through written and verbal communication with customers while continuing to build a positive customer experience
• Developing and maintaining a deep technical knowledge of our iManage platform; identifying system and technical limitations through testing, debugging, and diagnosing errors in our platform
• Leading and participating in customer facing calls to help communicate progress updates, action plans and resolution details
• Collaborating with teams across iManage to resolve some of our largest customer escalations, and owning the communication line across internal and customer-facing teams
• Providing a consistent customer quality experience and helping to improve our support methodology across the globe
• Being a part of a team highly recognised across the globe, helping to uplift your team’s technical skills level and being a vocal customer champion
• Growing our knowledge-base content, standard operation procedures and best practices for both end-users and the global support team

• A Bachelor or Master’s degree
• Experience working in a highly technical, customer-facing environment
• Experience working in a technical support environment that is focused on continuous improvement efforts across team performance, efficiencies, and customer outcomes
• A customer-oriented mindset; wanting to achieve or exceed customer expectations
• A passion for learning new technologies and how to utilize them in a customer-facing environment
• Exposure to working in a collaborative environment, and owning customer escalations across internal teams

• Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture. 
• Have flexible work hours that allow me to balance my ‘me time’ with my work commitments. 
• Collaborate in a modern open plan workspace, with a gaming area, free snacks, drinks and regular social events. 
• Focus on impactful work, solving complex, real challenges utilizing the latest technologies and protocols. 
• Own my career path with our internal development framework. Ask us more about this! 
• Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning. 
• Join an innovative, industry leading SaaS company that is continuing to grow & scale! 

• Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it. 
• Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data. 
• Rewarding me with an annual performance-based bonus. 
• Offering comprehensive Health/Vision/Dental/Life Insurance, and a Retirement Savings Plan
• Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.  
• Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset. 
• Caring for my mental health and well-being with multiple company wellness days and free access to the Healthy Minds app for mindfulness, meditation and more. 

About iManage…

iManage is dedicated to Making Knowledge WorkTM.  Over one million professionals across 65+ countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover and activate the knowledge that exists inside their business content and communications. 

We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy, but it is ambitious and rewarding.

So we’re looking for people who love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. How we find meaning in everything we do.

Whoever you are, whatever you do, however you work. Make it mean something at iManage.

Learn more at: www.imanage.com

Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/

iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by the Law.

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