We are seeking a technically capable and customer-focused Product Support Associate to support our suite of education SaaS products across Australia.

This role sits at the intersection of technology, customer support, and product. You will work across the full customer lifecycle, resolving complex technical issues, guiding users on best practice, and ensuring a seamless customer experience.

You will support a portfolio of education platforms, including helping customers optimise product usage and resolve complex issues effectively.

What You'll Be Doing
Providing technical and operational support across the full customer lifecycle (pre-sales, onboarding, in-life support, and retention)
Troubleshooting and resolving complex product and usage issues
Engaging directly with customers to diagnose problems and guide them through solutions
Reproducing bugs and logging high-quality tickets for Product and Engineering teams
Supporting product configuration, implementation, and best practice usage
Translating technical concepts into explicit, user-friendly guidance
Maintaining and contributing to internal knowledge base documentation
Identifying recurring issues and surfacing insights to improve product performance
Collaborating cross-functionally with Customer Success,



Product, and Technology teams

What Success Looks Like
Timely and effective resolution of complex product issues
High levels of customer satisfaction and positive feedback
Reduction in repeat issues through improved guidance and processes
Strong collaboration across teams to improve product and customer outcomes
Contribution to overall customer retention and product value realisation

What You'll Bring

Experience
Experience in technical support, customer support, or a similar role
Exposure to SaaS products or digital platforms
Experience working with customers to resolve technical or product-related issues
Experience supporting education platforms (e.g. Timetable or similar systems) is highly regarded

Skills
Strong troubleshooting and problem-solving capability
Ability to clearly communicate technical concepts to non-technical users
High attention to detail and structured approach to issue resolution
Strong stakeholder engagement and customer communication skills
Ability to manage multiple priorities in a rapid-paced workplace
Collaborative mindset with the ability to work across teams
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📌 Product Support Associate New South Wales
🏢 Tes Global
📍 New South Wales