Morae Global Corporation seeks to find the best and the brightest people – those who understand what it takes to deliver top-quality solutions for our clients.

We are currently seeking a Senior Support Consultant within our APAC region to act as a key technical escalation point for our clients across the iManage and Clio Operate platforms. This role provides direct client engagement, advanced troubleshooting, incident ownership, and collaboration across global support and engineering teams to deliver high-quality customer outcomes. You will have a strong customer focus & a high level of technical expertise as you will be dealing with IT management and Helpdesk staff.

You will collaborate with global support and engineering teams to deliver high-quality customer outcomes while continuing to build upon the capabilities of our Support organization.

Responsibilities

- :Providing technical support through written and verbal communication with customers while continuing to build a positive customer experience
- .Developing and maintaining a deep technical knowledge of our iManage & Clio Operate platforms; identifying system and technical limitations through testing, debugging, and diagnosing errors in supported products
- .Maintaining a strong understanding of the products we support and confidently communicating with clients regarding product functionality and implementation within their environment
- .Following troubleshooting methodologies within SLA timeframes,



providing feedback to internal resources where necessary and taking on more in-depth technical issues and escalations within the support team
- .Collaborating with teams to resolve some of our largest customer escalations and owning the communication line across internal and customer-facing teams
- .Ability to work independently and manage competing priorities within a rapid-paced support environment
- .Act as a technical senior escalation point for complex application and platform issues across the APAC region

Required Experience/Skill

- s:Bachelor's degree in a related area of study, OR significant course work in technology or IT including network, database, and/or systems administratio
- n.5+ years of technical service desk experien
- cePrior experience supporting iManage environments is strongly preferr
- edExperience with Microsoft Windows Technology, Microsoft Office and Document Management Systems/Case managemen
- t.Exposure to SQL, Active Directory, Azure/Entra ID and Exchange is highly desirabl
- e.Excellent customer service skills, both spoken & written - ability to liaise with customers at varying levels as well as owning customer escalations across internal team
- s.Experience working in a technical support environment focused on continuous improvement efforts across team performance, efficiencies, and customer outcome
- s.A passion for learning new technologies and how to utilize them in a customer-facing environmen
- t.As part of a global support organization, flexibility to participate in shift rotations, after-hours support and occasional weekend coverage is require

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📌 iManage support, Document Management Systems (DMS) Engineer (City of Sydney)
🏢 Morae
📍 City of Sydney