Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen , think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs. Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions. The Customer Success Engineer Tier 3 is responsible for the most complex technical issues that escalate beyond Tier 2 support. This role requires expert level technical expertise to analyse, diagnose, and resolve more complex problems, ensuring customer satisfaction and product reliability. The Tier 3 engineer role is also responsible for passing on product feedback to product owners and sharing best practice and expertise with teams. Expert Problem Resolution: Addressing the most complex and critical customer issues, often involving code or system errors Technical Leadership: Guiding and mentoring both Tier 1 and Tier 2 support teams and document technical procedures and guides for use across Ideagen Product Development Feedback: Providing input to the product development team based on customer feedback and recurring issues Custom Solutions: Developing custom solutions or workarounds for unique or unprecedented problems Stakeholder Communication: Communicating with higher-level stakeholders about ongoing issues and resolutions Onsite Support: Provide onsite support for clients, including travel to client sites locally, interstate and internationally as required Ability to handle issues involving code or system architecture. Strategic Problem-Solving Strategic approach to complex problems. Long-term solution planning. Leadership and Mentoring Leading by example. Coaching and developing lower-tier support teams. Project Management Managing complex cases effectively. Prioritizing tasks in high-pressure environments. Stakeholder Management Effective communication with senior management and external stakeholders. Negotiating and managing expectations. Behaviours Ambitious - Drive, Planning & Execution Adventurous - Flexibility & Resilience and Savvy Thinking Community - Collaboration & Communication