About Us
Jomablue is a premium enterprise event technology company, trusted by some of the world's leading organisations to deliver complex, high-stakes events
.
With over 25 years in the events industry, that heritage shows in everything we build and every event we deliver. Named ‘Best Event Management Platform’ at the Event Technology Awards and certified as a ‘Great Place to Work’, the recognition reflects what we have always believed: that the people in our team matter as much as the experiences we create for our customer
s.
Our customers range from global tech giants to iconic Australian brands, and they come back to us because of two things: the quality of our technology and solutions, and the quality of the people behind
it.
We are a close, passionate team of genuine human beings who love what we do. The kind of team where people laugh hard, hold each other to a high standard, and actually want to come to w
ork!
If you want to do meaningful work, at a company that is growing and continues to prove itself . . . this is your ch
ance.
Th
e Role
The Product Support Specialist reports to the Technology Services Manager and is the knowledge expert on the Jomablue platform. This role exists to ensure our internal teams and our customers can build, deliver, and optimise events with confidence, supported by deep product knowledge and a relentless focus on q
uality.
This role will support the successful implementation of Jomablue across the customer event journey; from registration data and CRM integrations through to event configuration, mobile apps, and virtual experiences. You will spend most of your time interfacing with our internal delivery teams and will be required to engage directly with customers in technical review workshops, integration planning sessions, and escalations where deep product expertise is r
equired.
You must be motivated and passionate about great service, with a curious and adaptive mindset toward continuous learning, particularly in adopting and building with AI. Within a small team, you understand that working closely with others and pitching in when necessary helps our team be stronger and reach o
ur goals.
When
and Where
This is a full-time, hybrid role based in our Ultimo, NSW office — with three days a week in-person to collaborate with the team. Additional office days may be required depending on busi
ness needs.
Your Duties
Provide Tier 2 product support including queries, troubleshooting, interfacing with our Product Team on escalations, and resolution for both internal and extern- al customers.Manage and resolve customer support tickets within defined processes and SLAs, ensuring a high standard of communicatio
- n throughout.Deliver workshops and best-practice guidance on the Jomablue platform to internal and ex
- ternal users.Manage customer registration data, including imports, exports, transformations, and mapping to customer CRM systems (e.g. Salesforce, HubSpot, Market
- o, Dynamics).Support the implementation, troubleshooting, and ongoing operation of bidirectional integrations, including via Jomablue Programs feature and
- public APIs.Support technical review workshops and integration discovery and planning sessions wi
- th customers.Provide phone, remote, and onsite support for escalated technical issues during cus
- tomer events.Build custom reports and analyses using Jomablue’s reporting and analytics f
- unctionality.Leverage and build AI-powered tools and automations to streamline review, QA, and operation
- al workflows.Contribute to knowledge base articles, process documentation, and product feedback loops with the Technology S
- ervices team.Upskill continuously on new and updated Jomablue prod
- uct features.Attend three to five onsite events per year for learning and development, with additional onsite travel possible during peak e
vent seasons.
Skills
and Experience
While we list some skills and experience items below, we are focused on finding the right person who
wants to l
- earn.
Essential:5+ years’ experience in a product support or similar role, ideally within a S - aaS environment.Demonstrated experience supporting SaaS products where software configuration drives real-world delivery, ideally within the
- events industry.Expert-level data and spreadsheet competency (Excel, Google Sheets, or similar), with a robust understanding of data flow and mapping between datab
- ases or systems.Experience working with platform integrations, including public APIs and bidirection
- al integrations.A focused and adaptive mindset toward AI, both adopting tools built by others and building your own to streamline workflows for yourself and t
- hose around you.Exceptional customer service and communication skills, including the ability to explain complex technical concepts clearly to non-technical stakeholders across phone, email, and live s
- upport channels.Exceptional written and verbal communication skills in English with additional languag
- es advantageous.Experience managing ticketed support systems and familiarity with reporting and analytics functionality within so
- ftware products.Creative and proficient trouble
- shooting skills.Flexibility - our industry and dynamic culture can bring some early mornings and late nights from time to time to
- support success.Ability to travel both domestically and
internatio
- nally.
Desirable:
Familiarity with content management systems and platforms, including design theming, email templates, registration sites, mobile apps, microsi - tes/landing pages.Strong working knowledge of JSON, HTML, and CSS for advanced configuration an
- d troubleshooting.Exposure to audit and quality assurance processes for customer-faci
- ng configurations.Familiarity with CRM platforms such as Salesforce, HubSpot, Mar
- keto, or Dynamics.Experience with Zapier, Airtable, Wrik
- e,Miro, and Slack.Familiarity with ITIL or similar s
- upport frameworks.Previous live event or tra
deshow experi
ence.
The Right Fit
We believe strongly in searching for people that are the right cultural fit for our team. Our values are Communication Excellence, Collaboration & Teamwork, Customer Focus, Problem Solving & Decision Making, and D
ynamic Adapta
- bility.
What We Offer
Access to ClassPass to support you - r health and wellness.Opportunities for
- personal development.Training in key skills such as time managemen
- t, teamwork, and more.A dynamic and inclusive work environment where your g
- rowth is our priority.Competitive compensation, benefits, and rewards for your contributions a
- nd career progression.Access to our in-building gym, saun
a, and golf simulator.