Support Lead | Application Support & Service Delivery | HealthCare SaaS

This pioneering international software group provides mission-critical technology to health and social care organisations, with a robust global reputation built over decades and a growing footprint across the Asia-Pacific region.

Backed by significant global investment, the business has been expanding its presence in Australia and New Zealand through both organic growth and strategic acquisition, deepening its capability across community services, care management and related government-aligned platforms. With a growing portfolio of clients, the business is now investing in building a dedicated regional support capability from the ground up with Brisbane penciled in as the key location.

This is a genuinely rare opportunity to be part of a greenfield Support Practice build. As the founding Support Lead for the Australia/Recent Zealand region, you will start hands-on, acting as a senior support practitioner and the primary escalation point for a significant new platform deployment, working closely with global Product, R&D; and infrastructure teams based offshore.

As the customer base and support team grow, so will your remit. This role is explicitly designed to evolve from individual contributor into genuine regional support leadership, with scope expanding across the region as the practice matures. You will be trusted to shape how support is delivered, establish processes, tooling and team structure, and make this function your own as it scales.

The Support Lead will ideally bring to the table:

- Substantial experience leading application or technical support functions within a SaaS,



software or enterprise technology environment, ideally including ITIL-aligned service delivery
- A genuine track record of establishing or scaling a support capability, rather than simply operating within an existing one
- Comfortable acting as a senior escalation point for complex, business-critical incidents while also building longer-term process and team capability
- Experience managing or coordinating support across distributed or interstate teams
- Exposure to healthcare, case management, social care, human services or broader government platforms will be highly regarded, particularly for candidates who have worked on the practice or operational side rather than purely in IT

This pioneering international software group provides mission-critical technology to health and social care organisations, with a strong global reputation built over decades and a growing footprint across the Asia-Pacific region.

Backed by significant global investment, the business has been expanding its presence in Australia and New Zealand through both organic growth and strategic acquisition, deepening its capability across community services, care management and related government-aligned platforms. With a growing portfolio of clients,



the business is now investing in building a dedicated regional support capability from the ground up with Brisbane penciled in as the key location.

This is a genuinely rare opportunity to be part of a greenfield Support Practice build. As the founding Support Lead for the Australia/New Zealand region, you will start hands-on, acting as a senior support practitioner and the primary escalation point for a significant new platform deployment, working closely with global Product, R&D; and infrastructure teams based offshore.

As the customer base and support team grow, so will your remit. This role is explicitly designed to evolve from individual contributor into genuine regional support leadership, with scope expanding across the region as the practice matures. You will be trusted to shape how support is delivered, establish processes, tooling and team structure, and make this function your own as it scales.

The Support Lead will ideally bring to the table:

- Substantial experience leading application or technical support functions within a SaaS, software or enterprise technology environment, ideally including ITIL-aligned service delivery
- A genuine track record of establishing or scaling a support capability, rather than simply operating within an existing one
- Comfortable acting as a senior escalation point for complex, business-critical incidents while also building longer-term process and team capability
- Experience managing or coordinating support across distributed or interstate teams
- Exposure to healthcare, case management, social care, human services or broader government

📌 Support Lead | Application Support (Brisbane)
🏢 J2 Recruitment
📍 Brisbane