Product Support Specialist (SaaS)

Location: Sydney, New South Wales, Australia; hybrid, with at least 3 days per week in the Sydney office

Company

Builds a workplace super-app that helps deskless and mobile workers stay productive, informed, and engaged.

What you will do

• Become a product expert and provide guidance on complex product questions.
• Manage technical support tickets from triage through resolution while meeting agreed SLAs.
• Support customers and internal stakeholders, troubleshoot product issues, and manage escalations.
• Collaborate with Product Managers and Product teams to identify improvements, prioritize roadmap input, and maintain documentation.
• Use APIs and backend tools to resolve more issues independently and prevent recurring problems.
• Identify opportunities for documentation, ticketing, and AI-powered automation that enable customer self-service.

Requirements

• Experience in product support for a software vendor, technical support in a SaaS company, business applications, or technically oriented internal communications.
• Strong customer focus and the ability to support both end users and internal colleagues.
• Clear written communication for non-technical audiences, including knowledge base articles, release notes, and internal updates.
• Strong project management, prioritization, independent working, and collaboration skills.
• General technical knowledge and the ability to learn new software quickly.
• Must be able to work from the Sydney office at least 3 days per week.

Nice to have

• Experience with internal communications or intranet tools.
• Experience working in an international team with asynchronous communication.
• Familiarity with HTML, CSS, SQL, APIs, or data integrations.
• Experience using AI tools for support or communications workflows.
• French, German, or Spanish language skills.

Culture & Benefits

• Purpose-driven work focused on supporting mobile and deskless workers.
• Collaborative environment with knowledge sharing and constructive debate.
• Competitive salary and generous equity allocation.
• 25 days of annual leave plus public holidays.
• Equipment and a private healthcare stipend provided.
• Social events including lunches, breakfasts, and nights out.