Company Description Multinail is an Australian family-owned business that provides high-quality metal connectors, software, machinery, and engineering services to licensed timber fabricators. Working closely with its partner network, Multinail supports the design and supply of prefabricated structural systems that enhance the efficiency and quality of timber construction. The company is committed to innovation and reliability, offering industry-wide solutions that help customers improve performance and productivity. Multinail fosters a collaborative environment where technical expertise and customer service are highly valued. For more information, visit www.multinail.com.

Role Description This full-time Technical Support Officer role is based on-site at Multinail’s Gold Coast, QLD location. The Technical Support Officer provides front-line support for customers and internal teams using Multinail’s software, machinery, and related systems. Day-to-day responsibilities include responding to support requests via phone, email, and ticketing systems, diagnosing and resolving technical issues, and escalating complex problems to specialist teams when required. The role involves assisting with software configuration, troubleshooting installation and connectivity issues, and documenting solutions and common issues for future reference.



The Technical Support Officer also contributes to user training, updates support knowledge bases, and collaborates with engineering and product teams to improve system performance and customer experience.

Qualifications

- Strong technical troubleshooting and problem-solving skills, with experience supporting software or machinery in an engineering, manufacturing, or construction-related environment.
- Customer service and communication skills, including the ability to explain technical concepts clearly to users with varying levels of technical knowledge.
- Proficiency with computer systems, operating systems, and networks, and comfort working with ticketing tools, remote support software, and documentation platforms.
- Ability to work collaboratively in an on-site team, manage multiple support requests, and prioritize tasks in a fast-paced environment.
- Relevant qualifications in IT, engineering, or a related technical discipline, or equivalent practical experience in technical support or helpdesk roles.
- Knowledge of timber fabrication, prefabricated structural systems, or construction industry processes is advantageous.
- Strong attention to detail, a continuous improvement mindset, and willingness to learn recent systems and technologies.

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📌 Technical Support Officer (Queensland)
🏢 Multinail Australia
📍 Queensland