Position:
Technical Support Specialist
Date:
January 2026
Department:
Customer Excellence
Reports to:
Customer Support Team Lead
Employment Type
: Full-time
Location:
Melbourne
Workplace type:
Hybrid, 3 days a week in office
Who we are
Rosterfy is a global leading, end-to-end enterprise volunteer engagement platform powering over 100 million volunteer hours. We exist to connect communities to events and causes they are passionate about.
Used by over 3 million volunteers across 26 different countries, Our SaaS platform powers mass volunteer programs across the globe for Not-for-Profits, local government, sporting federations, and major events. Our all in one solution helps our clients to recruit, retain, reward and train their volunteers, whilst also ensuring compliance.
Headquartered in Melbourne, Australia, with offices in Sydney, London, Dallas, Denver & New York, our vibrant, inclusive and passionate global team is driven to unite the world around volunteering.
Why you want to work with us
Rapid Growth
: Rosterfy is a rapidly expanding company, doubling in size every year. Backed by top investors, Rosterfy is on a rocket ship trajectory, set for incredible growth and success.
Global Impact
: We are reshaping volunteering globally and have an ambitious goal to redefine what it means to be a volunteer. Work with us, and be certain that you will make an impact.
Well-liked
: with 4.5 stars on Capterra, 4.4 stars on G2, and winners of various awards, we are well liked by clients and recognised for our exceptional service and innovative solutions.
Awesome clients
: We've been the volunteer management platform for 7 consecutive Super Bowls, Lifeline, & Oxfam amongst many other happy clients across 26 countries.
Competitive salary
: We offer a competitive salary commensurate with experience and qualifications, along with comprehensive benefits.
Check out our Employee Value Proposition slide deck here
About the Role
We're looking for a
Technical Support Specialist
to join our growing Melbourne-based team.
This role bridges the gap between customer-facing support and deeper technical troubleshooting. You will manage customer support tickets, investigate technical issues, and collaborate with our Product and Engineering teams to ensure timely resolution.
You'll thrive in this role if you enjoy solving problems, communicating complex issues clearly, and helping customers get the most out of Rosterfy.
Key Responsibilities
* Manage, troubleshoot, and resolve customer support cases through Intercom, email, chat, and virtual meetings.
* Investigate and diagnose platform issues including API, SSO, DNS, and email configuration (DKIM/SPF) related queries.
* Liaise directly with Engineering and Product teams to reproduce, escalate, and track product bugs or feature requests.
* Provide proactive support through system checks and identify trends or recurring issues to drive platform improvements.
* Collaborate closely with the Customer Success and Delivery teams to ensure client satisfaction and consistent communication.
* Communicate effectively with customers about product features, release updates, and configuration best practices.
* Maintain clear, detailed documentation of investigations, root causes, and solutions.
* Champion the customer experience by representing their voice internally and identifying opportunities to enhance service quality.
* Deliver training or walkthrough sessions to customers as needed.
Required Skills and Experience
* 2–4 years' experience in a SaaS or technology support environment.
* Strong understanding of ticketing workflows and customer lifecycle management.
* Demonstrated experience troubleshooting web-based applications, APIs, or integrations.
* Working knowledge of modern web technologies (HTML, JavaScript, SQL basics).
* Familiarity with authentication protocols (SSO, SAML, OAuth) and DNS/email configuration (SPF, DKIM).
* Experience using support and CRM tools such as Intercom, HubSpot, Jira, or Zendesk.
* Exceptional written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
* Strong time management, organisation, and prioritisation skills in a fast-paced environment.
* Proven problem-solving and analytical thinking.
* A proactive, customer-focused mindset with a genuine desire to help.
Nice to Have
* Experience in the Not-for-Profit, Government, or Event sectors.
* Background supporting configurable SaaS platforms or complex systems.
* Familiarity with AWS infrastructure or cloud-based system monitoring tools.
* Experience working with SQL queries or API testing tools (e.g., Postman).
* Understanding of volunteering or workforce management solutions.
* Basic experience with PHP or similar scripting languages.
Remuneration and Benefits Package (AUS)
* Competitive salary offering
* Paid time off to participate in volunteering activities
* Referral bonuses and recognition programs
Rosterfy is an equal opportunity employer committed to building a diverse and inclusive team. We know that underrepresented groups — including women and people from marginalized backgrounds — are less likely to apply unless they meet
every
requirement. If you're excited about a role but don't tick every box, we encourage you to apply anyway. We're all about potential, growth, and finding the right people to join us on our mission.