Location: Hybrid (Sydney preferred – 3 days in office / 2 days from home)

Reports to: Director – ANZ

Travel: Up to 15% across Australia & Current Zealand

At CriticalArc, we challenge the way organisations think about safety, security, and emergency management. Through SafeZone, our unified platform, we help universities, healthcare providers, corporates, and critical infrastructure organisations coordinate faster, respond smarter, and keep their people safe.

SafeZone supports millions of users globally and continues to scale as demand for connected, real time safety grows.

About the role

Our team is growing and we are looking for a Support Engineer to our customers using the SafeZone platform across Australia and New Zealand. Up to 15% across Australia & New Zealand as and when required.

This is a full time role based in our Hurstville office with a hybrid working arrangement. In this role, you will sit at the centre of the customer experience, working closely with customers and internal teams to resolve technical issues, support integrations, and help customers realise long term value from SafeZone.

This role is well suited to someone early in their SaaS career who enjoys problem solving, working directly with customers, and building a robust understanding of how modern platforms integrate and scale.

What you will be doing

- Own customer support requests through Zendesk from first response through to resolution
- Work directly with customers to troubleshoot technical issues and configuration questions
- Diagnose and resolve issues across the SafeZone platform, customer environments, and integrations
- Escalate complex issues and product defects to Engineering with clear documentation and context
- Support customer onboarding, configuration, testing, and platform expansions
- Assist with user training and customer rollouts alongside the Customer Success team
- Support and troubleshoot integrations including SSO, API, and SCIM




- Collaborate with customer IT teams and internal stakeholders to validate and optimise integrations
- Prepare customer usage reports and insights to support retention and growth conversations
- Contribute to team enablement by sharing learnings, best practices, and scalable approaches
- Occasionally support digital engagement initiatives such as webinars, events, or targeted campaigns

Your experience and skills

- 2+ plus years experience in customer success, product support, or a customer facing role within a SaaS environment
- Experience supporting live customers and production systems
- Familiarity with ticketing systems such as Zendesk or Jira
- Exposure to SSO, API, or SCIM integrations or a strong desire to learn
- Intermediate skills in Excel or similar reporting tools
- Strong written and verbal communication skills with the ability to explain technical concepts clearly
- Comfortable working in a fast paced environment with multiple priorities
- Strong collaboration skills and experience working cross functionally
- Well organised, proactive, and able to take ownership of outcomes
- Experience with Azure Active Directory, Okta, Power BI, or reporting automation is desirable
- Bachelor degree or equivalent experience

Why join CriticalArc

- Work on a product that has a genuine impact on people safety and wellbeing
- Clear growth pathways into customer success, technical specialist, or implementation focused roles
- Hands on exposure to onboarding, integrations, and customer delivery projects
- Ongoing learning through mentoring, training, and real customer environments
- Competitive salary and flexible hybrid working
- A supportive, inclusive team culture where people enjoy working together and doing meaningful work

CriticalArc is proud to be an equal opportunity employer. We are committed to creating a respectful and inclusive workplace free from discrimination or harassment of any kind.

If you are excited by technology that makes a difference and want to grow your career in customer success, we would love to hear from you.

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📌 Support Engineer (Sydney)
🏢 CriticalArc
📍 Sydney