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 DoingProviding technical and operational support across the full customer lifecycle (pre-sales, onboarding, in-life support, and retention)Troubleshooting and resolving complex product and usage issuesEngaging directly with customers to diagnose problems and guide them through solutionsReproducing bugs and logging high-quality tickets for Product and Engineering teamsSupporting product configuration, implementation, and best practice usageTranslating technical concepts into clear, user-friendly guidanceMaintaining and contributing to internal knowledge base documentationIdentifying recurring issues and surfacing insights to improve product performanceCollaborating cross-functionally with Customer Success, Product, and Technology teamsWhat Success Looks LikeTimely and effective resolution of complex product issuesHigh levels of customer satisfaction and positive feedbackReduction in repeat issues through improved guidance and processesStrong collaboration across teams to improve product and customer outcomesContribution to overall customer retention and product value realisationWhat You'll BringExperienceExperience in technical support, customer support,



or a similar roleExposure to SaaS products or digital platformsExperience working with customers to resolve technical or product-related issuesExperience supporting education platforms (e.g. Timetable or similar systems) is highly regardedSkillsStrong troubleshooting and problem-solving capabilityAbility to clearly communicate technical concepts to non-technical usersHigh attention to detail and structured approach to issue resolutionStrong stakeholder engagement and customer communication skillsAbility to manage multiple priorities in a fast-paced environmentCollaborative mindset with the ability to work across teamsAbout TesTes is an international provider of digital solutions, passionate about using technology to make life easier for schools and teachers.
All products and services are built with teachers and schools needs at the core, ensuring they are innovative, trusted education solutions.Why TesOur intuitive technology streamlines complex tasks, enhances learning experiences, and alleviates the administrative burdens that often overwhelm schools.
By working closely with schools, we provide up-to-date resources, expert guidance, and a technology ecosystem dedicated to innovation and excellence in education.Whether simplifying administrative workflows, creating dynamic classrooms, or advancing career development, Tes is the trusted partner for schools worldwide.
Join the hundreds of schools already benefiting from the Tes ecosystem.
Together, we empower educators to achieve more, ensuring every student thrives in a supportive, well-managed learning environment.
With Tes, excellence in education is not just a goal - it's a sustainable and rewarding reality.
For more information about Tes, our products, and our team, visit:
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📌 Product Support Associate (New South Wales)
🏢 Teach Starter
📍 New South Wales