Skip to main content
Search our jobs

Search our jobs

View our remote positions

OR
LinkedIn Logo Search with LinkedIn Profile

Find Nuance jobs that match your profile.

Senior/Principal Application Support Engineer

Apply Job ID 1-42185 Date posted 09/12/2019 Location Canberra, Australia

Company Overview:

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.

Join our Enterprise team…;great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.  

Job Summary:

Position summary:

The role of the Senior Support Engineer is to ensure continual operations of a managed software service in an on-site engagement in Canberra.  They will a part of a managed services team supporting web-based technologies and IVR Call Center based solutions.  Responsibilities includes team lead for local service desk team, monitoring and reporting on service quality, supporting customer requests, conducting software deployments into multiple environments, providing quality assurance practices and processes and working in both 1st and 2nd level incident management as required.  They will work in close conjunction with both our business partner and Nuance development teams based in Australia and product teams around the world.

Principal duties and responsibilities:

Operate on customer site in Canberra as part of a service desk team.  This will include some after-hours work and being part of an on-call work roster.
Perform system monitoring and reporting of managed software applications/infrastructure.
Logging all relevant incident/service request details, applying categorisation and prioritisation codes.
Providing first-line investigation and diagnosis.
Resolving incidents/service requests when first contacted whenever possible.
Liaise between Nuance and our business partner on customer incidents.
Escalating incidents/service requests that they cannot resolve within agreed timescales.
Automating workflows where possible.
Change Management and Quality Assurance of Production and Test environments.
Maintaining system and operational documentation, and ensuring knowledge bases are up to date.
Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing

Knowledge, skills and qualifications– 

Key attributes:

Must have current or be eligible for an Australian NV1 security clearance 

Applicants have a minimum of 6 years working within software application support.

Applicants ideally have a history of working within complex software architectures. 

Applicants ideally have some leadership experience.

Applicants have experience with change and incident management.

Applicants display an aptitude for learning new technologies and practices.

Applicants must possess strong reasoning/troubleshooting skills to solve problems quickly, help identify, report or resolve issues that may arise.

Applicants will have strong communication skills both written and verbal and be able to represent the company as the customer facing interface for day to day operations. 

Education:Bachelor’s degree (IT /CS/related discipline), but not required in lieu of experience.

Minimum years of work experience:6 Years

Required skills:


Good knowledge of IIS, Tomcat, web services and troubleshooting for each of those.
Good understanding of scripting and tools used in software delivery and assurance.  Applicant will have skills in at least one of Windows batch, PowerShell, groovy, bash / Linux commands.
Strong windows server knowledge.
Experience with source control and software distribution products e.g. SVN, GIT, Nexus, Artifactory. 
Knowledge of networks and network protocols / troubleshooting.
Applicants will have a working knowledge of object-oriented programming language.
Experience with ticketing and ITSM products such as JIRA, HP ALM, Remedy
Basic DB skills for traditional DB types e.g. SQL, DB2, Oracle.
ITIL qualifications or experience

Preferred skills:


Experience with Speech recognition, Voice verification technologies, IVR technologies
Experience with software build services and pipelines
SIP and Telephony infrastructure, configuration and troubleshooting experience of these services

Additional Information:

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed
Apply

Recently viewed

You have not viewed any jobs recently

Stay up to date with Nuance

Sign up to receive Nuance job alerts and communications.

Interested InChoose a category and/or location from the auto-suggestions and click "Add".

  • Systems Engineering, Canberra, Australian Capital Territory, AustraliaRemove
  • Research & Development, Canberra, Australian Capital Territory, AustraliaRemove

Why Nuance?

Martin Eberhart General Manager
I recently rejoined Nuance because I love having the privilege of working with a diverse team of nice and talented individuals to drive customer satisfaction. Having the flexibility within my role to get stuff done while maintaining a good work-life balance. Martin General Manager
Vishnu Vardhan Tech Support
I fell in love with Nuance especially the innovative platforms we create and we impact people’s lives. The work I do every day at Nuance makes a difference and I know when I go home that I truly did something meaningful and important. Vishnu Tech Support
Kristen Fraser Inside Sales
I have been working in the Healthcare industry for close to 20 years and have marveled at how Nuance has been able to keep up with the industry changes and challenges. Every day I am challenged, and every day I make sure the customer comes first. The culture and employees at Nuance are wonderful. I am proud to work for such a dynamic and diverse company and I look forward to the future growth. Kristen Inside Sales
Martin Held Product Manager
I work with some of the smartest colleagues in the industry to turn leading technology and innovative ideas into products and solutions that solve real life problems and have a positive impact on people. I love the flexibility of working. Martin Product Manager
  • Life at Nuance

    We believe in an inclusive culture founded in innovation, life-long development, community impact, and flexible benefits programs so that you can be your best every day.

    Learn More
  • Industries we Serve

    Nuance can develop industry-specific solutions for your business

    Learn More