At bdna, we exist to improve society. We choose to only work with clients that have a direct impact on community wellbeing, safety and improvement – which means that we get to make a difference every day!The bdna Products team of business analysts, software developers, engineers, testers and forensic subject matter experts work closely with law enforcement and forensic laboratories to improve forensic service delivery through specialist products.This role requires exceptional problem-solving skills, including finding innovative and efficient solutions to complex issues and the ability to resolve complex technical issues with efficiency and precision.You will be working as part of a diverse team of talented professionals and subject matter experts and be partnering with some of the most pioneering software firms in the country.If you possess substantial experience and demonstrable success in technical support and a genuine belief that you can make a significant contribution to this role, we encourage you to apply.What you'll doSupport bdna commercial softwareProvide technical support, maintenance and upgrades to all existing and future bdna customersFoster positive relationships through the use of excellent customer service skillsPractice excellent incident management problem solving with a view of providing innovative and timely solutions to customer challengesSupport production environments including troubleshooting infrastructure issues, identifying and classifying bugs and data engineering tasks to facilitate investigation and reportingDocument your work and decisions within service management tools (including ServiceNow)Work within bdna's Continuous Integration (CI) environment and toolingWork closely and productively with other bdna developers, UX designers, business and systems analystsParticipate in a roster to provide after hours on-call supportRepresent bdna on customer sites as and when requiredPrioritise work to ensure customer SLAs are metWork with limited supervisionHave an awareness and understanding of other cultures, beliefs and diversities of our clients and teamMaintain a positive attitude and contribute to the great culture of bdnaWhat you've gotAn exceptional understanding of SQL (minimum 3 years), including advanced querying techniques, optimisation strategies and database managementDemonstrated understanding of and experience with Microsoft Azure and the ability to troubleshoot issues in that platformExceptional technical skills and expertise across a wide range of technologies and platformsExcellent skills in diagnosing, analysing and resolving cloud application and database issuesExceptional problem solving skills, including finding innovative and efficient solutions to complex issuesA high level of analytical thinking and a proactive approach to problem solvingAbility to communicate technical solutions clearly to non-technical clientsAbility to manage tasks effectively while dealing with multiple customer needsAbility to understand code or a background in software engineering will be highly regardedWhat you'll getAppropriate onboarding and training on the current forensic software productsWork closely with knowledgeable SMEs within a values driven teamCollaboration and supportAutonomy and ownershipGenerous employee benefits, including professional development budget and birthdays offCareer acceleration opportunities!Qualifications/ CertificationsA degree in computer science, information technology, or a related field or equivalent experienceExperience working with public sector organisations, particularly public safety is highly desirable.Must be Australian citizen (Required)Must be located in BrisbaneBaseline or NV1 security clearance preferredAbility to obtain and maintain security clearances
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