Senior Technical Support Engineer (SaaS / Platform)

12-month contract – strong likelihood of permanent conversion
Australia-based
Australian Citizens or Permanent Residents only

If you enjoy figuring out why systems break more than building greenfield features, this role is for you. This is a hands-on SaaS platform support role solving real, complex technical problems across workflows, data and integrations. You’ll use JavaScript, SQL, logs and diagnostics to find root cause, work directly with customers, and own issues end to end in a serious product environment.

The role

We’re looking for a technically strong, customer-facing Support Engineer to join a high-performing product support team working on a large-scale enterprise SaaS platform. This is not a call-centre or script-driven support role.

You’ll work on real technical problems raised by customers – diagnosing unexpected platform behaviour, investigating configuration, data and integration issues, and helping customers get critical systems back on track. You’ll own issues end-to-end and collaborate closely with engineering and product teams when deeper investigation is required.

What you’ll be doing

• Investigating and resolving technical issues across a complex SaaS or platform environment

• Diagnosing system behaviour using logs, diagnostics and platform tooling

• Reading and reasoning about JavaScript to understand workflows and platform behaviour

• Querying and analysing data using SQL to validate behaviour and identify root cause

• Working directly with customers via cases, chat, email and occasional calls

• Escalating complex product issues to engineering with clear technical context

• Contributing ideas to improve product quality, support processes and tooling

• Using automation and AI tools where appropriate to improve speed and quality of outcomes

What we’re looking for

• 2+ years in a technical, customer-facing application, SaaS or platform support role

• Strong troubleshooting and root-cause analysis skills

• Solid JavaScript literacy (not a full-time dev role)

• Comfortable working with SQL to inspect and reason about data

• Experience supporting platforms such as ServiceNow, Jira, Salesforce, Dynamics or similar

• Clear communicator who can explain technical issues well

• Someone who owns problems end to end rather than passing them on

Eligibility

• Australian Citizens or Permanent Residents only