CTRM Support Engineer

About Quoreka

Quoreka stands prominently within the vendor solutions market serving metals, energy, and agriculture sectors. Our offerings encompass a cloud-based suite integrating CTRM and ETRM solutions enhanced through artificial intelligence and machine learning, supplemented by Supply Chain Management and E-Sourcing systems. We possess extensive expertise across a variety of asset classes including soft commodities, agricultural products, fertilizers/chemicals, liquids, precious metals, concentrates, and energy.

Our innovative product roadmap emphasizes AI-driven advancements with clear short, medium, and long-term objectives. With a workforce exceeding 200 employees spread across offices in the UK, India, Australia, Switzerland, and Canada, we serve approximately 100 customers globally across diverse commodity segments.

Role Overview

The CTRM Support Engineer position is based in Adelaide, Australia, where the successful candidate will bolster our support team by delivering frontline assistance for our CTRM platform to clients across the APAC region. This role demands ensuring uninterrupted trading, physical operations, and risk procedures for clients, involving participation in a 24/7 rotating on-call support schedule alongside regular business-hours assistance. Collaboration with Engineering, Product, and Professional Services teams worldwide is essential.

Key Responsibilities

• Deliver Tier 1 telephone support as part of a continuous 24/7 on-call rotation and manage email/ticket support during office hours.
• Address and resolve support tickets within client-defined SLA timeframes.
• Accurately log, categorize, and monitor progress of all support requests until resolution.
• Foster strong professional relations with client users, acting as a trusted regional point of contact.
• Analyze and reproduce issues related to CTRM workflows including trade capture, contract management, logistics, invoicing, settlements, positions, and P&L reporting.
• Utilize SQL queries, application logs, and integration messages for issue investigation, escalating defects with clear reproduction steps to Engineering.
• Troubleshoot and verify defect corrections provided by the Engineering team.
• Gather client requirements and issues meticulously, disseminating them internally and communicating solutions effectively to clients.
• Conduct regression testing on product releases and support deployment processes in client environments.
• Compile support reports and enhance support documentation and knowledge bases.
• Advocate CTRM best practices among clients and relay repeated issues and enhancement suggestions to the Product team.

Required Qualifications and Skills

• Bachelor's degree in Computer Science, Information Systems, or closely related engineering discipline from an accredited university.
• A minimum of three years’ experience in application support, functional consulting, or enterprise software implementation, preferably within CTRM/ETRM or ERP domains.
• Solid understanding of commodity trading concepts such as physical and derivative trading, contracts, logistics, pricing mechanisms, settlements, and risk management.
• Proficient with relational databases, SQL scripting, and basic scripting capabilities.
• Strong analytical thinking and problem-solving aptitude.
• Effective communication skills, comfortable engaging with clients via telephone, email, and face-to-face.
• Availability and readiness to engage in a 24/7 rotating on-call support schedule, including evenings, weekends, and public holidays.
• Ability to maintain composure under pressure with a customer-oriented mindset and capability to work autonomously and within a globally dispersed team.
• Adherence to client-specific Drug and Alcohol policies along with Health, Safety, and Environmental (HSE/WHS) regulations.

Preferred Attributes

• Prior hands-on experience supporting CTRM/ETRM platforms.
• Exposure to commodities sectors such as agribusiness, mining, or food and beverage industries.
• Experience working with IT service management (ITSM) tools, for example Jira Service Management, within SLA-driven environments.
• Familiarity with cloud infrastructure platforms like AWS or Azure, and integration technologies including REST, XML, and JSON.
• Knowledge of automation tools and deployment scripting.