About the Role

We're looking for a IT Support Specialist / Engineer to sit at the intersection of our product, engineering and client success teams. This is a client-facing technical role, ideal for someone who can quickly get to grips with new software, translate technical concepts for audiences with varying levels of technical proficiency, and bring a sharp, methodical approach to diagnosing issues.

You'll be the first line of investigation when something goes wrong for a client — working out whether it's a genuine platform issue or user error, resolving what you can directly, and escalating clearly and precisely to developers when it isn't.

Key Responsibilities

- Issue triage and diagnosis — Investigate customer-reported issues to determine root cause, distinguishing genuine platform bugs from user error, misconfiguration, or gaps in understanding.
- Client liaison — Communicate directly with clients to resolve user-error issues, clarify expected platform behaviour, and guide them toward a resolution without unnecessary developer involvement.
- User education — Help clients understand how to use the platform effectively, adapting explanations to suit their level of technical proficiency, from non-technical end users to technical stakeholders.
- Developer escalation — Where a genuine platform issue is identified, escalate to the development team with explicit reproduction steps, context and evidence, minimising back-and-forth.
- Issue documentation — Write detailed, well-structured issue reports and internal documentation, capturing symptoms, investigation steps,



root cause and resolution with a high level of accuracy and attention to detail.
- Product fluency — Rapidly build and maintain a working knowledge of the platform's features, common failure points and edge cases in order to triage confidently.
- Feedback loop — Identify recurring issues or usability gaps and feed patterns back to the product team to inform future improvements.

What We're Looking For

- Strong client-facing communication skills, with the ability to explain technical concepts clearly to non-technical users, and technical detail to more advanced ones.
- Ability to pick up new software and systems quickly, developing genuine platform fluency rather than surface-level familiarity.
- Sound technical judgement — comfortable reading logs, reproducing issues, and reasoning through whether a problem sits with the platform or the user.
- Excellent written communication skills, with high attention to detail for issue documentation and escalation notes.
- A methodical, structured approach to troubleshooting and problem-solving.
- Comfortable working across product, engineering and client-facing teams, and switching context between them.
- Experience in a customer support, technical support, solutions engineering, or similar client-facing technical role is highly regarded.
- Familiarity with issue tracking and documentation tools (e.g. Jira, Linear, Notion, Confluence) is a plus.

Nice to Have

- Basic scripting or SQL skills for independently investigating data-related issues.
- Experience working with SaaS platforms or B2B software products.
- Degree in Computer Science, Information Technology, or Cyber Security

📌 IT Support (Sydney)
🏢 Software
📍 Sydney