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FYI is a product‑led SaaS company built by accountants, for accountants. Our platform unifies cloud document management, automation and practice management into one intuitive solution, helping firms eliminate manual processes and focus on higher‑value work.

Behind our product is The FYI Way - our operating system built on clarity, consistency and excellence. We scale with structured processes, automation and AI, transparent expectations and measurable outcomes that keep teams aligned and performing at a world‑class standard.

The position

We're looking for a Technical Support Specialist to help deliver exceptional support experiences for our clients by investigating, troubleshooting and resolving technical issues across the FYI platform.

Working closely with Support, Product and Engineering, you'll play a key role in identifying root causes, resolving technical enquiries and contributing to ongoing improvements that strengthen our platform and reduce repeat issues. This is an exciting opportunity for someone who enjoys solving technical problems, working collaboratively across teams and making a genuine impact on the client experience.

Key responsibilities

- Investigate, troubleshoot and resolve technical issues across the FYI platform, delivering exceptional client outcomes.
- Identify root causes, validate issues and collaborate with Product and Engineering teams to support effective resolutions and long‑term improvements.
- Maintain accurate documentation, investigation notes and knowledge resources that strengthen support quality and consistency.




- Identify recurring support trends and contribute ideas that improve processes, documentation and the overall client experience.
- Build strong product knowledge while supporting clients through onboarding, new feature releases and platform adoption where required.

About you

- Experience in a Technical Support role within a SaaS, technology or cloud‑based environment.
- Proven ability to troubleshoot technical issues, identify root causes and deliver effective solutions for clients.
- Knowledge of accounting practice workflows and operations is highly regarded.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non‑technical users.
- Experience working collaboratively with Product and Engineering teams to investigate issues and improve customer outcomes.

Why work for FYI?

- Highly market-competitive salary package aligned to your experience and impact.
- Flexible hybrid working from our global Head Office in Adelaide CBD.
- Professional development opportunities to grow your technical capability and career as FYI continues to scale globally.
- Paid Parental Leave, celebration leave and additional leave at key service milestones.
- Monthly office lunches and annual company retreats that build connection and alignment.




- A supportive, high‑performing culture where your ideas are encouraged and recognised.

Job DescriptionRoles & Responsibilities:

85% Essential Technical Criteria Provides complex technical support, planning and coordination for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, and remote access technologies. Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems. Performs analyzing, diagnosing, installation, and resolution of remote access technologies and associated problems. Performs analyzing, diagnosing, coordination and planning of horizontal network cable management processes including installation, moves, adds, changes and repairs. Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery. Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements. Acts as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products. Responsible for partnering with the business units they support to understand the business impact of support issues. Responsible for the analysis, design, and implementa

📌 Customer / Technical Support Specialist (Adelaide)
🏢 M3Dicine
📍 Adelaide