TL;DR

Senior SaaS Support and Product Testing Specialist (SaaS): Providing first-line technical support to customers and conducting comprehensive product testing for a fleet-management SaaS company with an accent on diagnosing technical issues, documenting defects, and coordinating with developers. Focus on ensuring smooth software usage, maintaining high-quality product standards, and contributing to process improvements.

Location: Permanent work-from-home, working hours: Monday to Friday, 9:00 AM to 5:30 PM Sydney time

Company

Our client is a leading fleet-management SaaS company.

What you will do

Monitor and respond to customer support emails, diagnosing technical issues.
Escalate ticket details to developers via JIRA and coordinate resolutions.
Troubleshoot configuration or usage issues, providing clear guidance to customers.
Conduct product testing for bug fixes, new features, and release validation.
Create user-friendly learning content, including guides and tutorial videos.
Contribute to process improvements and automation initiatives within the support workflow.

Requirements

8+ years of experience in technical SaaS support or software helpdesk roles.
Strong experience in diagnosing customer issues and documenting defect scenarios.
Hands-on experience with software testing, release validation, or UAT.
Proven ability to manage multiple tickets simultaneously under tight turnaround expectations.
Excellent written communication skills for complex topics.
Proficiency with JIRA, Confluence, ZohoCRM, and Microsoft Office 365/SharePoint/Teams.

Nice to have

Experience in fleet, transport, engineering, leasing, or related operational industries.
Knowledge of SQL for queries and troubleshooting.
JIRA certifications.

Culture & Benefits

HMO Coverage for eligible locations.
Permanent work-from-home setup.
Immediate hiring.