AI-Driven Technical Support Specialist

Intercom; Sydney; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

Intercom is seeking a Technical Support Specialist who thrives on autonomy and complex technical queries about our platform. You will own escalation, collaborate with customers, and help shape product improvements using AI tools to resolve issues efficiently.

You'll join a team that values curiosity, strong communication, and a passion for delivering world-class support while embracing ongoing learning and KPI-driven performance.

Qualifications

• 3–4+ years of technical support experience in a software/SaaS environment.
• Solid understanding of tech fundamentals and modern day tools like Slack, Chrome, and Coda.
• Basic understanding of APIs and webhooks; ability to navigate developer documentation.
• Strong customer focus and communication skills; ability to troubleshoot and think critically.
• Willingness to learn, adapt, and leverage AI tools to improve support.

Responsibilities

• Communicate efficiently with customers and own issues from initial contact to resolution.
• Become the encyclopedia of Intercom knowledge and capabilities.
• Ensure customers have a great product experience—easy to use, reliable, and fast.
• Collaborate with product teams to identify issues and propose solutions.
• Debug complex issues with understanding of codebase and customer technologies.
• Build tools to increase team efficiency and process effectiveness.
• Influence product direction through customer feedback and cross-functional collaboration.

Skills

Technical support

APIs & webhooks

AI tools

Customer focus

Communication

Problem solving

Resourcefulness

Tools

Slack

Chrome

Coda

Job description

Intercom is seeking a Technical Support Specialist who thrives on autonomy and complex technical queries about our platform. You will own escalation, collaborate with customers, and help shape product improvements using AI tools to resolve issues efficiently.

You'll join a team that values curiosity, strong communication, and a passion for delivering world-class support while embracing ongoing learning and KPI-driven performance.