Technical Support Electrical Engineer

About the role

Using your electrical power engineering knowledge, you will be the person our customers rely on when they need answers. You will help electrical engineers in 50+ countries get the most out of our world-leading software products -

http://www.elek.com

This is a technical role, not a call-centre role. Our customers are practising electrical engineers, and the questions they ask are engineering questions. You will need to understand the calculations behind our software well enough to explain them, teach them, and stand behind the answer.

You will also be the voice of the customer inside the business. What you learn from customers goes directly to our research and development teams and shapes what we build next.

You will be mentored and trained, and you will build deep expertise in power systems software along the way.

Duties/responsibilities

• Respond to customer support tickets by email, and handle live chat enquiries.

• Take customer calls and run product demonstrations, both online and in person.

• Diagnose and resolve technical and engineering questions about our software and the calculations behind it.

• Develop technical content, including tutorials and knowledge-base articles, so customers can help themselves.

• Gather customer feedback and turn it into clear, prioritised feature suggestions for the product and development teams.

• Document software bugs accurately for the development team, track them through to resolution, and notify affected customers.

• Work directly with our technical research and software development teams on customer-driven issues and improvements.

• Prepare monthly reports on support activity, recurring issues, and customer insights.

• Contribute to product documentation and release notes.

Required Skills

• Electrical Engineering degree.

• Knowledge of electrical power engineering calculations.

• Familiarity with international standards such as IEC and IEEE.

• Excellent written English, with the ability to explain technical concepts simply and accurately.

• Strong verbal communication and confidence presenting to customers on calls, in demos, and in person.

• Genuine interest in helping people solve problems, and the patience to do it well.

• Well organised, with the discipline to track issues through to resolution and report clearly.

• Experience in electrical design engineering projects is highly regarded.

• Experience in a customer-facing or technical support role is highly regarded.

• Experience writing technical content, documentation, or tutorials is highly regarded.

• Programming experience is welcome but not required.

About the company

ELEK Software is an established (2009) engineering software company respected for its market-leading products and technical expertise. We have many customers within Australia and throughout the globe (50+ countries).

Our software products are specifically for electrical power engineering applications, LV electrical design and protection systems, power cables, and electrical earthing.

This is a truly exciting opportunity to be part of the growth of a world-class company!

Check out our website:

http://www.elek.com

Culture and benefits

If you thrive on technically challenging engineering and are serious about learning, contributing, being creative, and succeeding, then this is where you want to work. We will nurture that in you!

• The head office is in Sydney CBD, inside the Centre for Innovation.