Associate Technical Support Engineer - AI

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 Associate Technical 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 growing 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 part of a team that continues to collaborate across the globe and help us to build upon the capabilities of our Support organisation.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.

iM Responsible For…
 

• Providing technical support through written and verbal communication to our customers and partners while continuing to build a positive support experience
• Identifying system and technical limitations through testing, debugging, and diagnosing errors in a multi-tiered application environment
• 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
• Learning and maintaining deep knowledge of the iManage Platform, LLM (large language models), GenAI methodologies and knowledge management process to deliver complex and comprehensive projects.
• Growing our knowledge-base content, standard operation procedures and best practices for both end-users and the global support team

iM Qualified Because I Have…
 

• A bachelor’s or master’s degree in computer science or information technology
• A focus on continuous improvement efforts across team performance, support efficiency, and positive customer outcomes
• Solid understanding or a strong foundational knowledge of REST APIs, cloud computing, and observability platforms (Kibana, Splunk, Grafana).
• Basic understanding of AI concepts, machine learning algorithms, and data structures
• Certification on Azure AI Fundamentals is a plus
• Capable of operating in a highly technical environment and communicating complex concepts in a clear and easy to understand language to our technical and non-technical audience.
• 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

Don't meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways!

iM Getting To… 
 

• 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, 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!  

iManage Is Supporting Me By... 
 

• 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 Private Health Plan and Superannuation.
• 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. 

iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them to [email protected] so our team members can review. 

About iManage… 

At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of 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 embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do.

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

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.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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/ 

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