APAC Remote SaaS Product Support Specialist

Xtremepush Limited; Melbourne; Remote; AUD 70,000 - 110,000; Full time

Job summary

You will resolve tickets, diagnose API and integration problems, and contribute to better documentation and support processes. Strong English writing and experience with Zendesk are essential, along with a proactive, independent work style during Australian business hours.

Qualifications

• 2+ years’ experience in technical support or similar customer-facing technical role.
• Experience troubleshooting web technologies (HTML, CSS, JavaScript) and REST APIs.

Responsibilities

• Own and resolve customer support tickets from initial response to resolution, meeting SLAs.
• Troubleshoot issues across APIs, JavaScript, HTML/CSS, iOS/Android SDKs and integrations.
• Investigate issues, gather logs, identify root causes and escalate to Engineering when needed.
• Monitor APAC support queue and triage incidents, including campaign delivery issues.

Skills

Technical support

SaaS experience

API debugging

HTML/CSS/JavaScript

Zendesk

Jira/Confluence

Education

Degree in IT or related field

Tools

Zendesk

Jira

Confluence

Job description

You will resolve tickets, diagnose API and integration problems, and contribute to better documentation and support processes. Strong English writing and experience with Zendesk are essential, along with a proactive, independent work style during Australian business hours.