Job Description

Job Header

CX Engineer/Application Support

Advertiser: PanvivaMore jobs from this company

Job Information

Job Listing Date
20 May 2020
Melbourne, Eastern Suburbs
$65,000 - $80,000 + super
Work Type
Information & Communication Technology, Engineering - Software

About us

Founded in 1996 in Melbourne Australia, Panviva is a global SaaS company who have developed a knowledge eco-system for their customers, with a real focus on digital transformation. Panviva is reinventing the omni-channel customer experience and empowering their customers to deliver real-time information to further boost customer retention, loyalty and growth in today's digital world. With large corporate customers around the world, Panviva's vision is to continue to push the boundaries of traditional knowledge management to help their customers every step of the way on their digital journey.

Qualifications & experience

The following will be highly regarded:

  • A strong history in supporting and troubleshooting cloud-based products

  • Basic (or greater) knowledge of Linux, SQL server 2012 and Windows server 2012
  • Experience and/or an understanding of DevOps from both an operational and development perspective
  • Knowledge of HTML, XML or CSS
  • Experience with using Puppet
  • Basic (or greater) understanding of Agile
  • Understanding of monitoring tools such as New Relic (or similar)
  • Experience and/or an understanding of API's


Tasks & responsibilities

  • Provide high level of customer service and support to Panviva customers, partners, prospects and internal staff
  • Troubleshoot issues raised and have an ability to communicate issues and resolutions in both the customers and the developer's language
  • Work with the development and QA teams to identify bugs, resolve issues and test changes
  • Investigation, resolution and escalation of support tasks
  • Perform routine maintenance tasks such as performance testing
  • Engage customers proactively to offer guidance and assistance
  • Be on a 4 weekly rotating roster with occasional nightshift to support US and UK customers
  • Please note - This job is a 6 month FTC with a possibility of permanent



  • Immediate start – flexible working from home options
  • Dynamic and challenging role
  • Great team culture


The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • How many years' experience do you have in a software development role?
  • Do you have customer service experience?

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