This role is for a January **** start. No recruiters. Ready to take the next step in your career? This could be the right role for you. We are challenging the status quo in how organisations protect their people and we have an exciting opportunity for you to join our ANZ team of five. Be part of a team that helps customers lift their safety game and make a real impact every day. CriticalArc empowers organisations globally through ourSafeZonesolution — a unified platform for safety, security, and emergency management. SafeZone enables real-time coordination, rapid response, and actionable insights, helping higher education, healthcare, and corporate customers keep their people safe. Scalable and intuitive, SafeZone is reshaping safety management for millions of users worldwide.
About the opportunity
We are seeking a full‑time Support Engineer to join our team based in our Hurstville office, with the flexibility to work up to two days per week from home as part of a hybrid arrangement. As a Support Engineer, you will play a key role in supporting customers across ANZ. You'll manage technical support requests, assist with integrations and configuration, and deliver accurate reporting and data insights. This role is ideal for someone with strong analytical and technical support experience in SaaS environments who enjoys solving problems, improving processes, and contributing directly to customer success. Collaboration with internal teams and clients will be essential for success. A clear career pathway exists toward multiple roles depending on your experience and aptitude.
Key Responsibilities
* Act as the primary owner of the customer helpdesk, managing support requests via Zendesk.
* Diagnose and resolve technical issues across the SafeZone platform, integrations, and configurations.
* Support customer onboarding, configuration, and testing for new implementations or expansions.
* Facilitate user training and assist the CS Delivery Team during project rollouts.
* Install and configure indoor positioning infrastructure at customer sites as required (up to 40% travel).
* Escalate product defects to Engineering, ensuring timely and accurate resolution.
* Maintain clear communication and accurate documentation for all support activities.
* Support and troubleshoot integrations such as SSO, API, and SCIM.
* Collaborate with customers and internal teams to validate and optimise integrations.
* Assist with instance configuration updates and changes as required.
Reporting & Analytics
* Prepare monthly and quarterly reports with usage metrics, trends, and insights for the CS team.
* Ensure data quality and consistency across HubSpot, Wrike, JIRA, and related systems.
* Automate or streamline recurring reporting processes to improve efficiency.
Skills & Qualifications
Technical Skills
* 2+ years in technical support or customer service within a SaaS or enterprise software environment.
* Familiarity with SSO, API, or SCIM integrations.
* Proficiency with helpdesk or ticketing systems (e.g., Zendesk, JIRA).
* Intermediate skills in Microsoft Excel or equivalent reporting tools.
* Basic understanding of networking, authentication, and API functionality.
Professional Skills
* Strong written and verbal communication skills with the ability to explain technical concepts clearly.
* Organised, detail‑oriented, and capable of managing multiple concurrent tasks.
* Customer‑first mindset with proactive problem‑solving and ownership.
* Degree in IT, Computer Science, or related discipline (or equivalent experience).
* Familiarity with ITIL or structured support processes (desirable).
* Exposure to Azure Active Directory, Okta, or identity management systems (desirable).
* Experience with PowerShell scripting, Power BI, or Tableau (desirable).
Opportunities for Growth
* Pathway to Customer Success Manager or Technical Specialist roles.
* Involvement in customer‑facing delivery and project management.
* Professional development through training, mentoring, and participation in implementation projects.
Workplace and Benefits
* Competitive salary.
* You will join a team of smart, passionate people who like to work hard and have fun together disrupting markets.
CriticalArc provides equal employment opportunities (EEO) to all employees and applicants without regard to race, colour, religion, sex, national origin, age, disability, or genetics. We prohibit any form of workplace harassment related to race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, or disability.
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