Enterprise Customer Support Specialist

TL;DR

Enterprise Customer Support Specialist (SaaS): Managing and resolving complex support tickets for strategic enterprise clients with an accent on account administration, SSO/SCIM configuration, and platform troubleshooting. Focus on partnering with Sales and Customer Success teams to ensure seamless onboarding and high-impact support for large-scale users.

Location: Sydney, Australia (Hybrid)

Company

Canva is a global visual communication platform empowering everyone to design and publish content.

What you will do

• Manage and prioritize enterprise support tickets related to account administration, feature functionality, and platform configuration.
• Troubleshoot and resolve technical issues by analyzing root causes and applying established workflows.
• Guide enterprise admins through scheduled calls to resolve issues and share best practices.
• Partner with Sales and CSM teams to provide technical and back-office support during onboarding and escalations.
• Apply working knowledge of enterprise features like SSO, SCIM, and Brand Kit to resolve complex cases.
• Contribute to the Strategic Pod Support program to enhance customer retention and product adoption.

Requirements

• Must be based in or able to work from Sydney, Australia.
• Strong problem-solving skills and a customer-first mindset.
• Experience troubleshooting technical and account-related issues.
• Ability to communicate clearly and adapt approaches for both customers and internal stakeholders.
• Detail-oriented with the ability to manage multiple tasks and competing demands.
• Commitment to continuous improvement and building deep product knowledge.

Culture & Benefits

• Equity packages to share in company success.
• Inclusive parental leave policy for all parents and carers.
• Annual Vibe & Thrive allowance for wellbeing, social connection, and office setup.
• Flexible leave options to support personal recharge and work-life balance.
• Collaborative and fun team environment focused on achieving ambitious goals.