Technical Support Manager – SaaS Platform
SiteSee Brisbane City, Queensland, Australia
Technical Support Manager – SaaS Platform
SiteSee Brisbane City, Queensland, Australia
Direct message the job poster from SiteSee
Location : Australia (Remote or Hybrid)
Type : Full-Time
About SiteSee
SiteSee is an innovative Australian SaaS company leading the transformation of the global telecom and infrastructure sectors. Our AI-powered NexDT digital twin platform enables real-time audits, structural simulations, and smarter asset management for tower operators around the world.
We’re scaling rapidly from a focused client base into global markets. This is your chance to join at a pivotal stage—where your work will shape the future of support and service delivery at SiteSee.
The Opportunity
We’re looking for a proactive, technically capable Technical Support Manager to take ownership of our support operations. You’ll lead the day-to-day running of the support desk, manage SLA-based escalations via Jira, and collaborate with product, delivery, and engineering teams to ensure client success.
This is a build-and-grow role—with the opportunity to lead a team in Australia or offshore as our footprint expands.
Key Responsibilities
* Manage SiteSee’s support desk operations using Jira and associated tools.
* Classify, triage, and escalate technical issues aligned with SLA tiers (Levels 1–3).
* Improve workflows, documentation, and our internal knowledge base.
* Liaise between customers and internal teams for issue resolution and continuous improvement.
* Analyze support data to identify trends and product improvement opportunities.
* Assist with platform go-lives and new client onboarding from a support perspective.
* Recruit and lead additional support resources as needed (onshore/offshore).
What You’ll Bring
* 5+ years in SaaS/cloud platform support, with 1+ years in a team leadership role.
* Experience with support platforms like Jira and Confluence.
* Strong troubleshooting skills and understanding of technical SaaS environments.
* Familiarity with AI or digital twin platforms (a plus, not essential).
* Excellent communicator with strong customer empathy and attention to detail.
* Ability to operate effectively in a fast-paced, scaling startup environment.
* Comfortable collaborating across time zones with distributed teams.
Why Join SiteSee?
This is your opportunity to:
* Get in early at a fast-growing, globally expanding tech company.
* Make a visible impact on product, process, and customer satisfaction.
* Grow into a leadership role and build your own team from the ground up.
* Work with smart, committed people in a collaborative, innovation-driven environment.
Ready to Apply?
Send your CV and LinkedIn profile and a brief note to our recruitment partner Known Recruitment.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Telecommunications
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