Technical Customer Support Specialist - saas

Technical Customer Support Specialist | SaaS | Fully Remote Australia

AU$70,000 – AU$85,000 | 100% Remote | Permanent

We're recruiting a Technical Customer Support Specialist to join an established global SaaS company, working fully remotely from anywhere in Australia.

This is an excellent opportunity for someone currently working in SaaS Support, Application Support, Software Support, Product Support or Technical Customer Support who wants more ownership over technical problem solving.

This isn't a traditional Tier 1 support environment where unfamiliar issues are immediately escalated.

The support model sits closer to Tier 1.5 – bridging first and second-line support. You'll be expected to investigate customer issues hands-on, recreate problems within the platform, test different scenarios and gather meaningful information before deciding whether an issue needs technical escalation.

The Role

You'll support customers using a sophisticated web-based SaaS platform, including:

• Managing customer queries through a ticketing system.
• Investigating technical and functional software issues.
• Recreating reported customer problems within the platform.
• Troubleshooting issues and testing possible causes.
• Determining whether issues relate to user behaviour, configuration, expected functionality or software defects.
• Taking ownership of investigations before escalating.
• Documenting troubleshooting steps and technical findings.
• Escalating genuine software issues with comprehensive supporting information.
• Communicating clearly with non-technical customers.
• Creating and maintaining customer-facing help documentation and knowledge base content.
• Collaborating with Customer Success and technical teams globally.

What We're Looking For

We're looking for someone who is technically curious and enjoys investigating problems.

You'll ideally have:

• Experience within SaaS, Software Support, Application Support, Product Support or Technical Customer Support.
• Experience troubleshooting web-based software applications.
• Strong investigative and problem-solving skills.
• Confidence reproducing customer issues and testing different scenarios.
• A desire to understand why something isn't working before escalating it.
• Excellent customer-facing communication skills.
• Strong written communication and documentation skills.
• Experience working with ticketing or support management systems.

You don't need to be a developer.

We're looking for someone who enjoys technology, understands software and is willing to get hands-on with a platform to investigate problems.

Experience within EdTech, higher education or learning platforms would be advantageous but isn't essential.

Package & Benefits

• AU$70,000 – AU$85,000
• Fully remote anywhere in Australia
• No weekend work
• Full product and platform training
• Global SaaS environment
• Supportive Australian team
• Opportunity to develop stronger technical and application support skills
• Varied position combining customer support, technical investigation and documentation

If you're currently working in software support but want a role where you're encouraged to

investigate and solve problems rather than simply escalate them, we'd love to hear from you.

Technical Customer Support Specialist | SaaS | Fully Remote Australia

AU$70,000 – AU$85,000 | 100% Remote | Permanent