Customer Solutions Support Specialist

Planitar, Inc.; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

12% Superannuation

Hybrid work environment

Annual professional development Incent

Growth opportunities as we scale

Support from REA Group

Job summary

Planitar is seeking a Technical Support & Customer Solutions Engineer to join the team. You will work alongside Customer Solutions Engineers to ensure iGUIDE customers get fast, knowledgeable support for hardware, capture and processing, and Portal usage.

You will resolve technical issues, assist onboarding and training, and provide feedback to product and engineering teams to improve the platform. This role suits problem solvers who communicate clearly and work calmly under pressure.

Qualifications

• Patient, clear communicator who can explain technical concepts in plain language.
• Customer-focused and genuinely motivated to help people solve problems.
• Detail-oriented and organized, able to manage multiple support cases at once.
• Curious and quick to learn new hardware and software systems.

Responsibilities

• Serve as a front-line point of contact for customer support requests via phone, email, and ticketing system.
• Diagnose and resolve technical issues related to iGUIDE hardware, capture, Stitch/processing pipeline, and Portal usage.
• Escalate complex issues with clear documentation to Solutions Engineering or Product/Engineering teams.
• Assist onboarding and training, delivering sessions (virtual and onsite) and maintaining training materials.

Skills

Clear communication

Customer focus

Detail oriented

Curious learner

Self-starter

Collaborative

Accountable

Job description

ABOUTUS

AtPlanitar,webuildtechnologythathelpspeopleseeandunderstandtheworld’sspacesmoreclearly.

WearethecreatorsofiGUIDE,apowerfulpropertytechnologysolutionthatcombinesimmersive3Dtours,accuratefloorplansandreliablespatialdataintoasingle,easy-to-usesystem.Ourcamerasandsoftwareplatformareusedbyprofessionalsinrealestate,insurance,constructionandpropertymanagementtosimplifytheirworkanddeliverbetterresults.

PlanitarrecentlyjoinedREAGroup,oneoftheworld’sleadingdigitalpropertycompanies.REAoperatesAustralia’slargestresidentialandcommercialpropertyplatforms,includingrealestate.com.auandhasagrowingglobalfootprintacrossAsiaandNorthAmerica.Together,weareshapingthefutureofpropertytechnology,combiningPlanitar’sdeepspatialdataexpertisewithREA’sglobalscaleandinnovationengine.

WHEREDOESREAFITIN?

With bold and ambitious goals, REA Group is changing the way the world experiences property. No matter where you’re at on your property journey, we’re here to help with every step– whether that’s finding, understanding or financing your next home. We operate Australia’s leading residential and commercial property websites – realestate.com.au and realcommercial.com.au – among other leading brands in Australia and India.

iGUIDEispartoftheREAfamilyandiGUIDEandREAteamsworkcloselytogether,supportingconsumerswithmoreimmersiveexperiencestohelpthemmakemoreinformedpropertydecisions.

OURVISION

Aconnectedfuturewherereliablespatialdataenablesinformeddecisionsacrossthepropertylifecycle.

OURVALUES

• Integrity:Wedotherightthingevenwhenit’shard.
• Teamwork:Weareoneteam,onabigmission.
• Innovation:Wevaluecreativesolutionsforemergingopportunities.
• Accountability:Wehonourourcommitments.

ABOUTTHEROLE

This position works alongside our Customer Solutions Engineers to make sure every iGUIDE customer gets fast, knowledgeable support once they’re up and running. You’ll be a go-to resource for customers navigating the iGUIDE hardware, capture and processing workflow, and Portal — helping them troubleshoot issues, get the most out of the platform, and build confidence in the technology day to day.

With a strong working knowledge of how the iGUIDE ecosystem fits together, you’ll resolve technical issues, support onboarding and training, and flag patterns and feedback that help our product and engineering teams keep improving. This role is a great fit for someone who enjoys solving problems, explaining technical concepts clearly, and being the calm, reliable voice customers can count on.

RESPONSIBILITIES

Technical Support & Troubleshooting

• Serve as a front-line point of contact for customer support requests, responding promptly by phone, email, and ticketing system.
• Diagnose and resolve technical issues related to iGUIDE hardware, the capture/Stitch/processing pipeline, and Portal usage.
• Escalate complex or unresolved issues to the Solutions Engineering or Product/Engineering teams with clear documentation.
• Develop and maintain troubleshooting guides, FAQs, and knowledge base articles so customers can self-serve on common issues.

Onboarding&TrainingSupport

• Supportnewcustomersthroughonboarding,helpingthemgetsetuponthehardware,software,andPortal.
• Assistindeliveringtrainingsessions(virtualand,whereneeded,onsite)alongsidetheSolutionsEngineeringteam.
• Helpmaintainandrefinetrainingmaterials—manuals,videos,andtutorials—fordifferentuserlevels.
• Guidecustomersondataupload,datamanagement,andbestpracticesforusingthePortalefficiently.

CustomerSuccess&FeedbackLoop

• Monitoropensupportcasestoensuretimelyfollow-upandresolution,keepingcustomersinformedthroughout.
• Track recurring issues, common questions, and feature requests, and share these insights with Product and Engineering.
• Partner with the Solutions Engineering and Sales teams to understand customer context and ensure a consistent, informed support experience.

Solution&ProductKnowledge

• Build and maintain a strong understanding of the end-to-end iGUIDE solution — hardware, capture process, Stitch and processing, and Portal management.
• Staycurrentonproductupdatesandnewfeaturestoprovideaccurate,up-to-dateguidance.
• Contributetointernaldocumentationsoknowledgeiscapturedandsharedacrosstheteam.

Cross-FunctionalCollaboration

• WorkcloselywithSolutionsEngineersonmorecomplexcustomertrialsorescalations.
• PartnerwithProductManagementtoreportbugs,surfaceenhancementideas,andvalidatefixes.
• CollaboratewithMarketingonsupport-facingcontentsuchasFAQsandhow-toguides.

IDEALCANDIDATE

Youare:

• Apatient,clearcommunicatorwhocanexplaintechnicalconceptsinplainlanguage
• Customer-focusedandgenuinelymotivatedtohelppeoplesolveproblems
• Detail-orientedandorganized,abletomanagemultiplesupportcasesatonce
• Curiousandquicktolearnnewhardwareandsoftwaresystems
• Aself-starterwhotakesownershipandfollowsthrough
• Naturallycollaborativeandteam-oriented
• Accountable;youmakecommitmentsthoughtfullyanddeliveronthem

PERKSANDBENEFITS

• 12%Superannuation
• Hybridworkenvironment(workoutofREAGroupofficespaces!)
• Annualprofessionaldevelopmentincentive
• Opportunitiestogrowaswescale
• ThebackingofaglobalindustryleaderthroughREAGroup

WHYWORKATPLANITAR

We’re in an exciting phase of growth; evolving our technology, expanding globally and scaling our operations. This is your opportunity to shape the future of property technology alongside a talented, driven team.