Customer Solutions Support Specialist (iGuide)

reagroup; Richmond Shire; On-site; AUD 70,000 - 100,000; Full time

Job summary

Planitar, recently joining REA Group, is hiring for a Melbourne-based permanent role with hybrid working. You will work alongside Customer Solutions Engineers to ensure iGUIDE customers get fast, knowledgeable support for hardware, capture and processing workflows, and Portal usage.

You will diagnose issues, assist with onboarding and training, and help the product and engineering teams improve the platform through customer feedback.

Qualifications

• A patient, clear communicator who can explain technical concepts in plain language
• Customer-focused and genuinely motivated to help people solve problems

Responsibilities

• 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.
• Support onboarding, helping customers get set up on hardware, software, and Portal, and deliver training sessions.
• Maintain and refine training materials - manuals, videos, and tutorials - for different user levels.
• Guide customers on data upload, data management, and best practices for using the Portal efficiently.
• Monitor open support cases to ensure timely follow-up and resolution, keeping customers informed.
• Track recurring issues, common questions, and feature requests, and share these insights with Product and Engineering.
• Stay current on product updates and new features to provide accurate, up-to-date guidance.
• Collaborate with Solutions Engineers, Product Management, and Marketing on support-facing content.

Job description

Melbourne Based

Permanent Role

Hybrid ways of working

About us

At Planitar, we build technology that helps people see and understand the world's spaces more clearly.

We are the creators of iGUIDE, a powerful property technology solution that combines immersive 3D tours, accurate floor plans and reliable spatial data into a single, easy-to-use system. Our cameras and software platform are used by professionals in real estate, insurance, construction and property management to simplify their work and deliver better results.

Planitar recently joined REA Group, one of the world's leading digital property companies. REA operates Australia's largest residential and commercial property platforms, including realestate.com.au and has a growing global footprint across Asia and North America. Together, we are shaping the future of property technology, combining Planitar's deep spatial data expertise with REA's global scale and innovation engine.

Where does REA fit in?

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.

iGUIDE is part of the REA family and iGUIDE and REA teams work closely together, supporting consumers with more immersive experiences to help them make more informed property decisions.

Our Vision

A connected future where reliable spatial data enables informed decisions across the property lifecycle.

Our Values

Integrity: We do the right thing even when it's hard.

Teamwork: We are one team, on a big mission.

Innovation: We value creative solutions for emerging opportunities.

Accountability: We honour our commitments.

About the role

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 & Training Support
• Support new customers through onboarding, helping them get set up on the hardware, software, and Portal.
• Assist in delivering training sessions (virtual and, where needed, onsite) alongside the Solutions Engineering team.
• Help maintain and refine training materials - manuals, videos, and tutorials - for different user levels.
• Guide customers on data upload, data management, and best practices for using the Portal efficiently.

• Customer Success & Feedback Loop
• Monitor open support cases to ensure timely follow-up and resolution, keeping customers informed throughout.
• 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 & Product Knowledge
• Build and maintain a strong understanding of the end-to-end iGUIDE solution - hardware, capture process, Stitch and processing, and Portal management.
• Stay current on product updates and new features to provide accurate, up-to-date guidance.
• Contribute to internal documentation so knowledge is captured and shared across the team.

• Cross-Functional Collaboration
• Work closely with Solutions Engineers on more complex customer trials or escalations.
• Partner with Product Management to report bugs, surface enhancement ideas, and validate fixes.
• Collaborate with Marketing on support-facing content such as FAQs and how-to guides.

Who we're looking for

A patient, clear communicator who can explain technical concepts in plain language Customer-focused and genuinely motivated to help people solve problems De