Provide ongoing local technical and operational support for Australia's premier parcel locker software platform powered by Lockerworks. You'll own day-to-day SaaS incident triage/resolution, represent Lockerworks to client stakeholders, and serve as the local conduit to our Software Development Team in Poland. Your focus is the software stack, integrations, reliability, and user flows that keep the service available.
Key Responsibilities
* Own day-to-day SaaS support for Lockerworks technology running on Australia's largest parcel locker fleet (triage, diagnosis, resolution, and escalation).
* Expertly represent Lockerworks with clients, partners, and vendors—professional, clear, and solution-oriented.
* Apply deep product knowledge of Lockerworks software (architecture, modules, APIs, integrations, and user flows) to investigate incidents and validate fixes.
* Coordinate incident & change management (log issues, track SLAs/ETAs, document root cause, communicate updates).
* Liaise with overseas engineering team to reproduce issues, share logs, verify patches/releases, and manage deployments.
* Plan & deliver small software projects (feature rollouts, configuration changes, pilots), balancing scope, schedule, and stakeholders.
* Contribute to documentation (run-books, SOPs, site procedures, known-error database, post-incident reviews).
* Support client operations & governance (compliance with site rules, scheduling, vendor coordination as it affects software services).
* Champion reliability (monitoring, proactive checks, test plans, continuous improvement of service availability).
* Assist pre-sales when needed (technical walkthroughs, demos, proof-of-concept support for software capabilities).
Skills and Experience
Skills (essential)
* Technical problem solving across SaaS, integrations, and services—API flows, authentication, logging/monitoring, incident analysis.
* Demonstrable strong understanding of SaaS platforms (modules, interfaces, and operational flows).
* Client management skills, including handling commercial arrangements professionally.
* Project support capability (planning, tracking, risk/issue control, stakeholder communication).
* Excellent communication—clear written documentation, confident presentations, and empathetic spoken updates.
* Attention to detail—methodical testing, accurate records, strong change discipline.
Skills (preferred)
* Multi-lingual ability (to collaborate with Poland and international partners).
* Familiarity with client hardware environments (lockers, peripherals) as context for software behaviours.
* Engineering background.
Experience (essential)
* Proven work with software products working on hardware, including incident response and client-facing operations.
* Client-facing delivery and day-to-day client management.
Experience (preferred)
* Software engineering or networking background (e.g., REST APIs, cloud services, identity, basic network diagnostics).
* Testing/QA exposure (test planning, execution, defect triage).
* Pre-sales engineer experience.
* Knowledge of transport & logistics workflows is advantageous.
Attitude/Culture
* Willingness to learn and grow with a broad remit.
* Flexibility to succeed in a small local team—hands-on, resourceful, and collaborative.
* International perspective.
* Solution focus.
Working Conditions
* Hybrid: mix of remote work and on-site client locations across Melbourne – mainly north and east (parcel locker test lab and other locations).
* Field presence: occasional visits to locker sites for coordination; ability to work safely around client environments (no heavy hardware duties).
* Hours: standard business hours with occasional after-hours for changes or urgent incidents; early/late calls to align with Poland team.
* Requirements: eligibility to work in Australia; willingness to undergo site inductions and background checks if required.
How to Apply
Attach your CV and a cover letter describing a SaaS incident you've solved (context, diagnosis, fix, and prevention) via Apply now