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 clear, 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 fast-paced workplace
Collaborative mindset with the ability to work across teams
About Tes
Tes 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 Tes
Our 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 professional 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