We're excited to be partnering with a European SaaS company expanding into Australia. They're hiring their first Technical Support Specialist in the region. This is a rare opportunity to be the founding voice of support in APAC, working directly with Aussie clients on a product that helps digital businesses solve complex compliance challenges.
About the role
You'll be the go‐to technical support contact for clients across the APAC region. Resolving daily issues, answering complex technical questions, and ensuring a seamless experience on the platform. You'll work closely with cross‐functional teams globally, build trusted relationships with customers, and act as their internal advocate to influence product direction. As the first hire in Australia, you'll help shape how they support clients in this market.
What you'll do
* Troubleshoot daily technical issues and coordinate with the relevant internal teams for resolution
* Handle ongoing client requests, technical queries, and escalations - ensuring issues are resolved promptly and thoroughly
* Guide customers through the platform, keeping them informed on new features and best practices
* Capture client feedback and development requests to inform product and engineering teams
* Contribute to and maintain a robust internal knowledge base and client‐facing FAQ resources
* Meet targets for response times, issue resolution, customer satisfaction, and customer effort scores
What we're looking for
* 3+ years of proven experience in technical customer support in a SaaS or B2B environment
* Comfort with APIs, JSON, HTTP error handling, and root cause analysis
* Experience with ticket management systems such as Zendesk, Intercom, or Salesforce
* Strong analytical thinking and the ability to connect the dots across complex technical systems
* A strong sense of ownership, customer advocacy, and genuine care for client outcomes
Nice to have
* Experience working with engineering teams on debugging, escalation, and log analysis
* Familiarity with cloud technologies or ERP platforms
* Experience in remote or globally distributed team environments
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