Lead the charge in smarter, greener tech. Our clients are on a mission to make Australian homes and businesses cleaner, smarter, and more energy efficient. From heat pumps and air conditioning to IoT-enabled smart devices, their products are transforming the way people live—and they need a Product Support Lead to help power the journey. This isn't your typical support role, it does not require a background in IT, just a technical aptitude. You'll be the go-to expert for solving complex technical challenges, leading the support team, and making sure every customer—from trades to households—gets the fast, reliable service they deserve. You'll also roll out training, sharpen processes, and play a key role in shaping how we deliver service at scale. Why You'll Love Working Here You won't just be keeping the lights on—you'll be helping reinvent how Australians use energy. They're a fast-growing, Australian-owned company that's passionate about innovation, sustainability, and creating real impact. What You'll Do Lead & Inspire: Mentor and develop the technical support team, fostering collaboration and high performance. Be the Expert: Act as the senior escalation point, delivering advanced troubleshooting and guiding customers through complex HVAC and IoT challenges. Share Knowledge: Design and deliver engaging training programs for internal staff and B2B partners and create technical resources that make life easier for our customers. Streamline Service: Oversee service operations and warranty management, ensuring fast, accurate, and compliant outcomes that drive customer loyalty. Improve Processes: Identify opportunities to enhance systems, reduce resolution times, and improve the customer journey. About You Experience in a support or service role, with team leadership responsibilities. Strong technical aptitude with proven ability to diagnose and resolve technical issues (HVAC or IoT a bonus). Excellent problem-solving and communication skills with a customer-first mindset. Resilient, detail-oriented, and motivated by continuous improvement. Must have Permanent Residency This role is based in French's Forest, on Sydney's Northern Beaches. Please consider the travel distance and what that means for your work-life balance before applying. APPLY NOW: By sending your update CV to amanda@optimalrecruitment.com.au or for a confidential chat please call on 02 8416 4181