Application Support Specialist (SaaS) | Aged and Disability Care New

Help Desk and IT Support (Information and Communication Technology)

Full time

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Software as A Service

Troubleshooting

We’re hiring an Application Support Specialist (SaaS) | Aged and Disability Care

Full-time | Permanent

Preferred locations: Sydney or Melbourne

Hybrid working: 2 days in office, 3 days WFH

Does a competitive salary package with company stock, five wellness days per year, a flexible benefits package of 1,000 per year, and a fantastic team culture spark your interest?

Meet Alaya Care! We’re a fast-growing SaaS scale-up on a mission to transform aged and disability care across Australia, Canada, and the US and beyond. Our platform helps care providers deliver exceptional service in homes, communities, and residential settings.

We’re big on Tech with Purpose and passionate about improving lives while building strong software, strong teams, and better outcomes for customers.

The Role:

We’re on the lookout for an experienced Application Support Specialist who’s ready to bring their curious, customer-obsessed problem-solving energy to the table. Reporting to the Customer Experience Manager, you’ll support customers for our disability product by troubleshooting complex issues, guiding best-practice use of the platform, and helping them get the most value from our SaaS solutions across the region.

Supporting clients across the East Coast of Australia, this hybrid role will be based in Sydney or Melbourne, with two days in the office and three days working from home.

Responsibilities:

- Managing a queue of customer requests for our disability care software product in Zendesk:



investigating, troubleshooting and resolving complex issues, sharing clear action plans and recommendations
- Connecting with customers via phone and Zoom to unpack their questions, demo solutions and build their confidence using the platform
- Guiding customers on configuration and process questions that align with best practices and current industry/legislative changes
- Collaborating with Customer Success, Product, QA and Engineering to manage escalations, monitor customer health and resolve ongoing issues
- Contributing to continuous improvement to from writing Zendesk guides and tips, to recommending training and product enhancements
- Being part of the support rotation for Triage, Release Jockey and Incident Manager
- Leaning into AI-powered tools to speed up troubleshooting, spot patterns in issues and deliver an even better, more proactive support experience.

What you’ll bring:

- Bring 2+ years’ experience in software support, ideally in SaaS
- Relevant tertiary qualifications in Health, IT, Business or a related field.
- Are known for your advanced customer focus to you build robust relationships, listen deeply and go above and beyond to create positive experiences for clients
- Are comfortable working with tools like Microsoft Office, Zendesk, JIRA, Slack, Zoom




- Have strong analytical and problem-solving skills to you ask the right questions, get to the root cause quickly and enjoy thinking outside the box
- Communicate clearly and confidently in plain English, both in writing and verbally, including in challenging conversations
- Are a proactive self-starter who can prioritise competing requests under pressure, take ownership of your work and flag risks early
- Actively invest in your own development, keeping up to date with product changes and industry trends.
- Flexibility to occasionally adjust working hours to support WA-based clients and provide team coverage during periods of leave
- Have knowledge of the aged or disability care sector
- Have previous experience with Alaya Care/Nightingale products

Benefits & Perks:

- Choose your own 2 days/week in office, 3 days WFH
- Competitive salary + company stock (RSUs)
- 5 Wellness days per year
- 1,000/year flexible benefits package
- 22 weeks company-paid parental leave
- 2 days company-paid volunteer leave to support causes you care about
- Team lunches, events and wellness activities
- A genuinely open, inclusive, and collaborative culture
- A chance to do purposeful work in the fast-paced tech sector, whilst making real impact in the care space.

Belonging matters.

We’re committed to building an organisation that reflects the communities we serve. Diversity, equity, inclusion, and accessibility aren’t just buzzwords here, they’re woven into everything we do.

Need adjustments to participate in the recruitment process? We’ve got you.

Add expected salary to your profile for insights

Salary:Add expected salary to your profile for insights

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📌 Application Support Specialist (Melbourne)
🏢 Alaya Care
📍 Melbourne