ABOUTUS
AtPlanitar,webuildtechnologythathelpspeopleseeandunderstandtheworld'sspacesmoreclearly.
WearethecreatorsofiGUIDE,apowerfulpropertytechnologysolutionthatcombinesimmersive3Dtours,accuratefloorplansandreliablespatialdataintoasingle,easy-to-usesystem.Ourcamerasandsoftwareplatformareusedbyprofessionalsinrealestate,insurance,constructionandpropertymanagementtosimplifytheirworkanddeliverbetterresults.
PlanitarrecentlyjoinedREAGroup,oneoftheworld'sleadingdigitalpropertycompanies.REAoperatesAustralia'slargestresidentialandcommercialpropertyplatforms,includingrealestate.com.auandhasagrowingglobalfootprintacrossAsiaandNorthAmerica.Together,weareshapingthefutureofpropertytechnology,combiningPlanitar'sdeepspatialdataexpertisewithREA'sglobalscaleandinnovationengine.
WHEREDOESREAFITIN?
With bold and ambitious goals, REA Group is changing the way the world experiences property.
No matter where you're at on your property journey, we're here to help with every step– whether that's finding, understanding or financing your next home.
We operate Australia's leading residential and commercial property websites – realestate.com.au and realcommercial.com.au – among other leading brands in Australia and India.
iGUIDEispartoftheREAfamilyandiGUIDEandREAteamsworkcloselytogether,supportingconsumerswithmoreimmersiveexperiencestohelpthemmakemoreinformedpropertydecisions.
OURVISION
Aconnectedfuturewherereliablespatialdataenablesinformeddecisionsacrossthepropertylifecycle.
OURVALUES
Integrity:Wedotherightthingevenwhenit'shard.
Teamwork:Weareoneteam,onabigmission.
Innovation:Wevaluecreativesolutionsforemergingopportunities.
Accountability:Wehonourourcommitments.
ABOUTTHEROLE
This position works alongside our Customer Solutions Engineers to make sure every iGUIDE customer gets fast, knowledgeable support once they're up and running.
You'll be a go-to resource for customers navigating the iGUIDE hardware, capture and processing workflow,



and Portal — helping them troubleshoot issues, get the most out of the platform, and build confidence in the technology day to day.
With a robust working knowledge of how the iGUIDE ecosystem fits together, you'll resolve technical issues, support onboarding and training, and flag patterns and feedback that help our product and engineering teams keep improving.
This role is a great fit for someone who enjoys solving problems, explaining technical concepts clearly, and being the calm, reliable voice customers can count on.
RESPONSIBILITIES
Technical Support & Troubleshooting
Serve as a front-line point of contact for customer support requests, responding promptly by phone, email, and ticketing system.
Diagnose and resolve technical issues related to iGUIDE hardware, the capture/Stitch/processing pipeline, and Portal usage.
Escalate complex or unresolved issues to the Solutions Engineering or Product/Engineering teams with clear documentation.
Develop and maintain troubleshooting guides, FAQs, and knowledge base articles so customers can self-serve on common issues.
Onboarding&TrainingSupport;
Supportnewcustomersthroughonboarding,helpingthemgetsetuponthehardware,software,andPortal.
Assistindeliveringtrainingsessions(virtualand,whereneeded,onsite)alongsidetheSolutionsEngineeringteam.
Helpmaintainandrefinetrainingmaterials—manuals,videos,andtutorials—fordifferentuserlevels.
Guidecustomersondataupload,datamanagement,andbestpracticesforusingthePortalefficiently.
CustomerSuccess&FeedbackLoop;




Monitoropensupportcasestoensuretimelyfollow-upandresolution,keepingcustomersinformedthroughout.
Track recurring issues, common questions, and feature requests, and share these insights with Product and Engineering.
Partner with the Solutions Engineering and Sales teams to understand customer context and ensure a consistent, informed support experience.
Solution&ProductKnowledge;
Build and maintain a strong understanding of the end-to-end iGUIDE solution — hardware, capture process, Stitch and processing, and Portal management.
Staycurrentonproductupdatesandnewfeaturestoprovideaccurate,up-to-dateguidance.
Contributetointernaldocumentationsoknowledgeiscapturedandsharedacrosstheteam.
Cross-FunctionalCollaboration
WorkcloselywithSolutionsEngineersonmorecomplexcustomertrialsorescalations.
PartnerwithProductManagementtoreportbugs,surfaceenhancementideas,andvalidatefixes.
CollaboratewithMarketingonsupport-facingcontentsuchasFAQsandhow-toguides.
IDEALCANDIDATE
Youare:
Apatient,clearcommunicatorwhocanexplaintechnicalconceptsinplainlanguage
Customer-focusedandgenuinelymotivatedtohelppeoplesolveproblems
Detail-orientedandorganized,abletomanagemultiplesupportcasesatonce
Curiousandquicktolearnnewhardwareandsoftwaresystems
Aself-starterwhotakesownershipandfollowsthrough
Naturallycollaborativeandteam-oriented
Accountable;youmakecommitmentsthoughtfullyanddeliveronthem
PERKSANDBENEFITS
12%Superannuation
Hybridworkenvironment(workoutofREAGroupofficespaces!)
Annualprofessionaldevelopmentincentive
Opportunitiestogrowaswescale
ThebackingofaglobalindustryleaderthroughREAGroup
WHYWORKATPLANITAR
We're in an exciting phase of growth; evolving our technology, expanding globally and scaling our operations.
This is your opportunity to shape the future of property technology alongside a talented, driven team.
#J-*****-Ljbffr

📌 Customer Solutions Support Specialist (Victoria)
🏢 Planitar
📍 Victoria