About CriticalArcAt CriticalArc, we challenge the way organisations think about safety, security, and emergency management. Through SafeZone, our unified safety and emergency management platform, we help universities, healthcare providers, corporate organisations, and critical infrastructure teams coordinate faster, respond smarter, and keep their people safe. SafeZone supports millions of users globally as demand for connected, real-time safety continues to grow.

About the RoleCriticalArc is looking for a technically curious, customer-focused problem solver to join our Support team as a Customer Support Specialist (Level 1). As the front line of the customer experience, you will be the first point of contact for customers who need help with SafeZone, from application and configuration questions to technical troubleshooting and incident resolution.

This is more than a ticket-handling role. You will take ownership of customer issues, investigate the root cause, communicate clearly and confidently, resolve problems whenever possible, and ensure complex issues are escalated with the right context. Because SafeZone supports organisations responsible for the safety and wellbeing of their people, responsive, accurate and dependable support matters.

The ideal candidate enjoys learning how technology works, can translate technical information into clear customer guidance, and wants to build deep expertise in a modern SaaS platform. You will work closely with Customer Success, Customer Solutions, Engineering and other teams to deliver an exceptional support experience and continuously improve how CriticalArc serves its customers.

Key Responsibilities· Serve as the initial point of contact for customer technical, application, configuration and how-to questions related to SafeZone.

· Manage customer support requests in Zendesk from first response through resolution, ensuring cases are accurately logged, categorised, documented and prioritised.

· Troubleshoot issues systematically by gathering relevant information, reproducing problems where possible, researching known solutions and guiding customers through resolution.

· Own customer issues from initial report through closure, providing regular updates, setting clear expectations and maintaining a strong sense of urgency.

· Resolve Level 1 issues independently whenever possible and escalate more complex technical issues, integrations or suspected product defects to Level 2, Customer Solutions or Engineering with transparent documentation, troubleshooting history and business impact.





· Develop strong working knowledge of the SafeZone platform, its configuration, workflows and customer use cases so you can provide accurate guidance and become a trusted product resource.

· Support basic investigation of customer environments and integrations, including areas such as SSO, APIs and SCIM, while following established escalation procedures for advanced issues.

· Review product documentation, release notes, known issues and internal knowledge resources to identify solutions and stay current on product changes.

· Use approved remote collaboration and diagnostic tools to understand customer issues and provide effective assistance.

· Meet established service levels and support performance expectations, including responsiveness, case ownership, documentation quality and customer communication.

· Create and improve internal and customer-facing knowledge articles so recurring issues can be resolved faster and more consistently.

· Identify recurring customer pain points, product gaps and enhancement opportunities and communicate actionable feedback to Customer Success, Product and Engineering.

· Collaborate across global teams to ensure smooth handoffs, consistent customer communication and effective resolution of issues.

· Contribute to a culture of continuous improvement by sharing learnings, identifying process improvements and helping strengthen CriticalArc's support practices.

What Success Looks Like· Customers receive timely, professional and empathetic responses and know who owns their issue.

· Level 1 issues are resolved accurately and efficiently, while escalations reach the right team with complete and useful diagnostic information.

· Cases are well documented in Zendesk, enabling strong reporting, knowledge sharing and future issue resolution.

· You steadily increase your SafeZone product and technical knowledge and can independently handle a growing range of customer questions.

· You build trust with customers and internal teams through strong follow-through, clear communication and reliable ownership.

· Your work contributes to improved response and resolution times,



customer satisfaction and a more scalable global support operation.

Experience and Skills· Approximately 1–3 years of experience in SaaS technical support, product support, help desk, customer success or another customer-facing technology role; strong entry-level candidates with relevant technical experience will also be considered.

· Strong problem-solving and critical-thinking skills with a methodical approach to troubleshooting.

· Excellent written and verbal communication skills, including the ability to actively listen, ask effective diagnostic questions and explain technical concepts clearly.

· Customer-first mindset with the ability to remain calm, skilled and accountable when handling urgent or complex issues.

· Working knowledge of common software concepts, operating systems, browsers, networking basics, security concepts and cloud-based applications.

· Familiarity with support and collaboration tools such as Zendesk, Jira, Microsoft Teams or Zoom.

· Exposure to SSO, APIs, SCIM, Microsoft Entra ID (Azure Active Directory) or Okta is beneficial, but a strong desire and ability to learn is equally key.

· Ability to manage multiple priorities, organise work effectively and follow established support and escalation processes.

· Strong collaboration skills and the ability to work effectively with Customer Success, Customer Solutions, Engineering and other cross-functional teams.

· Bachelor's degree or equivalent practical experience.

Why Join CriticalArc· Work with technology that has a genuine impact on people's safety and wellbeing.

· Build hands-on experience with a global SaaS platform used by complex organisations and mission-critical teams.

· Develop valuable technical skills across SaaS support, integrations, troubleshooting and customer operations.

· Learn alongside experienced Customer Success, Customer Solutions and technical teams in a collaborative global environment.

· Grow toward future opportunities in Level 2 Support, technical specialisation, Customer Success, implementation or other customer-facing roles.

· Join a team focused on meaningful customer outcomes, continuous improvement and doing work that matters.

Our CommitmentCriticalArc 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 curious, technically minded, customer focused and excited by technology that makes a difference, we would love to hear from you.

📌 Customer Support Specialist (Level 1) (Sydney)
🏢 CriticalArc
📍 Sydney