Job Description

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

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Help Desk and IT Support (Information and Communication Technology)

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Full time

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Add expected salary to your profile for insights

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Software as A Service

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Troubleshooting

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

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Full-time | Permanent

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Preferred locations: Sydney or Melbourne

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Hybrid working: 2 days in office, 3 days WFH

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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?

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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.

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

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The Role:

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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.

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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.

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Responsibilities:

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

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- Bring 2+ years' experience in software support, ideally in SaaS
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- Relevant tertiary qualifications in Health, IT, Business or a related field.
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- Are known for your advanced customer focus to you build strong relationships, listen deeply and go above and beyond to create positive experiences for clients
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- Are comfortable working with tools like Microsoft Office, Zendesk, JIRA, Slack, Zoom
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- Have robust analytical and problem-solving skills to you ask the right questions, get to the root cause quickly and enjoy thinking outside the box
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- Communicate clearly and confidently in plain English, both in writing and verbally, including in challenging conversations
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- Are a proactive self-starter who can prioritise competing requests under pressure, take ownership of your work and flag risks early
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- Actively invest in your own development, keeping up to date with product changes and industry trends.
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- Flexibility to occasionally adjust working hours to support WA-based clients and provide team coverage during periods of leave
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- Have knowledge of the aged or disability care sector
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- Have previous experience with Alaya Care/Nightingale products
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Benefits & Perks:

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

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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.

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

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Add expected salary to your profile for insights

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Salary:Add expected salary to your profile for insights

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