Senior Solutions Support Engineer - Justice Technology

About the role

A global justice technology company, which has supported prisons, probation and community corrections since the 1990s, is hiring a senior technical escalation engineer in Adelaide. This is the most senior customer support engineering role in its Australian business, working hands-on with customers, developers and infrastructure providers in Australia and the UK. The role is hybrid, typically 2 days in the Port Adelaide office and 3 days from home.

Key responsibilities

• Own complex support tickets from investigation to resolution, prioritising operational impact and service levels
• Write and use SQL queries to investigate problems, reconcile data and diagnose application issues
• Troubleshoot SQL Server, Windows Server and IIS, including services, application pools, configuration files and logs
• Investigate APIs, data synchronisation, file imports/exports and other integrations
• Configure applications, make controlled production changes and support installations, upgrades and testing
• Troubleshoot web portals, kiosks and connected devices such as biometric readers and barcode scanners
• Work with customer IT teams, developers and infrastructure providers, and mentor junior team members
• Occasional on-call duty, onsite customer support and collaboration with UK colleagues

Required profile

• At least three years in technical application support, software support or application engineering
• Strong SQL Server and T-SQL, including writing your own queries
• Experience with stored procedures, scheduled jobs, services, application pools, configuration files, logs and HTTPS certificates
• Practical understanding of networking (DNS, ports, firewalls) and integrations
• Ability to isolate issues across applications, databases, servers and networks, and to make validated production changes
• Good customer-facing communication and judgement with sensitive, mission-critical systems
• No previous corrections or justice-sector experience needed

Required skills

• Microsoft SQL Server and T-SQL
• Windows Server and IIS troubleshooting
• PowerShell, Active Directory, Azure Virtual Desktop, SQL Server performance investigation, ITIL/change control or specialist hardware (kiosks, biometric devices) are advantageous

What we offer

• Circa $150k base salary plus annual bonus
• Hybrid work, 2 days office and 3 days from home
• Senior escalation role with opportunity to progress toward Team Lead responsibility
• Exposure to about 30 applications across prison and offender management, with limited interstate travel