Job Description
As a Technical Support Specialist at Evergen, your responsibilities will include the following:
* Provide timely, accurate technical support to end users, clients, and internal teams via agreed support channels.
* Investigate, diagnose, and resolve software, platform, and integration issues, escalating where appropriate.
* Manage support tickets effectively, ensuring accurate documentation, prioritisation, and resolution within SLAs.
* Collaborate with Engineering, Operations, and Client Success to resolve complex issues and improve platform reliability.
* Communicate clearly with stakeholders on issue status, root cause, and resolution progress.
* Contribute to the creation and maintenance of support documentation, knowledge bases, and troubleshooting guides.
* Identify recurring issues and recommend process or system improvements to reduce future incidents.
* Support platform monitoring, incident response, and post-incident reviews as required.
* Promote a safe and healthy work environment and contribute to continual improvement in quality and performance at Evergen by complying with all relevant policies and procedures.
Qualifications
* Tertiary qualifications in IT or Computer Science, highly desirable.
* 2+ years' experience in a technical support, SaaS support, or software-focused operational role.
* Experience working with energy optimisation and efficiency platforms.
* Strong ability to troubleshoot and diagnose issues across energy management systems software platforms, integrations, and cloud-based systems.
* Experience working with ticketing systems and managing incidents end to end, through to resolution, including clear documentation.
* Comfortable collaborating with engineering, operations, and customer-facing teams to resolve complex technical issues.
* Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
* Skilled in managing competing priorities in fast-paced, high-demand environments, ensuring minimal system downtime and optimal energy performance.
* A proactive and methodical approach to problem solving, with attention to detail and ownership mindset.
* Ability to adapt in a rapidly evolving renewable energy landscape, supporting new technologies, system upgrades and continuous improvement initiatives, focused on efficiency.
Bonus Skills
* Energy industry experience
* Experience using Jira or similar tools
Additional Information
This role can be based in Newcastle or Sydney. We offer a dynamic and inclusive workplace that values collaboration and diversity. With a flexible and hybrid working mode, we prioritise work-life balance while fostering personal and professional growth.
Salary on offer is $95,000 base + superannuation.
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