First Line Support - B2B SaaS, No Code Platform
Salary: AUD $100,000
Location: Remote (within Australia)
We are seeking a Platform Support Specialist to act as the first line of support for all inbound partner and customer queries across Australia. This is a fully remote role with the opportunity to work independently while being part of a collaborative, global team.
Why this role exists
We are growing in the Australian market and need someone who can be the first point of contact for partners and customers in the region. You'll handle queries, troubleshoot issues, and guide users through best practices for working with our enterprise SaaS platform.
This isn't just about closing tickets-it's about helping customers become more self-sufficient, spotting recurring challenges, and sharing insights that help us continuously improve.
What you'll be responsible for
- Acting as the first line of support for all inbound partner and customer queries
- Managing requests through a ticketing system, email, and other channels
- Diagnosing, troubleshooting, and resolving technical and functional issues
- Escalating complex issues when necessary
- Maintaining accurate records of issues and resolutions, contributing to the knowledge base
- Identifying trends, recurring issues, and suggesting process/product improvements
- Working closely with internal teams (Engineering, Product, Customer Success) to deliver a seamless experience
What we're looking for
- Experience in technical support, application support, or helpdesk roles (ideally in SaaS or enterprise software)
- Exposure to data platforms (enterprise-level preferred, i.e. large companies and large data sets)
- Knowledge of PaaS solutions; experience with low-code platforms is a big plus
- Strong problem-solving and analytical skills
- Excellent written and verbal communication skills
- Ability to work independently and manage multiple priorities
- Comfortable learning new systems and explaining technical concepts to non-technical users
- Familiarity with energy industry workflows or data management platforms is useful, but not essential
What we offer
- 100% remote work (anywhere in Australia)
- Salary of AUD $100,000
- Annual training and development budget
- Unlimited paid time off
- Pension contribution and comprehensive insurance benefits
- A high-trust, flexible culture where ownership and impact matter
