Customer / Technical Support Specialist

M3DICINE Pty Ltd; Adelaide; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Professional development opportunities

Paid Parental Leave

Monthly office lunches

Job summary

FYI is a product-led SaaS company with a focus on cloud document management, automation and practice management for accountants. We seek a Technical Support Specialist to investigate, troubleshoot and resolve platform issues, collaborating with Support, Product and Engineering to reduce repeat incidents and improve client outcomes.

You’ll contribute to onboarding, feature releases and platform adoption, while maintaining thorough documentation and knowledge resources for the team.

Qualifications

• Experience in a Technical Support role within a SaaS, technology or cloud-based environment.
• Proven ability to troubleshoot technical issues, identify root causes and deliver effective solutions for clients.
• Knowledge of accounting practice workflows and operations is highly regarded.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
• Experience working collaboratively with Product and Engineering teams to investigate issues and improve customer outcomes.

Responsibilities

• Investigate, troubleshoot and resolve technical issues across the FYI platform, delivering exceptional client outcomes.
• Identify root causes, validate issues and collaborate with Product and Engineering teams to support effective resolutions and long-term improvements.
• Maintain accurate documentation, investigation notes and knowledge resources that strengthen support quality and consistency.
• Identify recurring support trends and contribute ideas that improve processes, documentation and the overall client experience.
• Build strong product knowledge while supporting clients through onboarding, new feature releases and platform adoption where required.

Skills

Technical Support experience

Troubleshooting

Root cause analysis

Collaboration with Product/Engineering

Communication skills

Job description

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FYI is a product‑led SaaS company built by accountants, for accountants. Our platform unifies cloud document management, automation and practice management into one intuitive solution, helping firms eliminate manual processes and focus on higher‑value work.

Behind our product is The FYI Way - our operating system built on clarity, consistency and excellence. We scale with structured processes, automation and AI, clear expectations and measurable outcomes that keep teams aligned and performing at a world‑class standard.

The position

We're looking for a Technical Support Specialist to help deliver exceptional support experiences for our clients by investigating, troubleshooting and resolving technical issues across the FYI platform.

Working closely with Support, Product and Engineering, you'll play a key role in identifying root causes, resolving technical enquiries and contributing to ongoing improvements that strengthen our platform and reduce repeat issues. This is an exciting opportunity for someone who enjoys solving technical problems, working collaboratively across teams and making a genuine impact on the client experience.

Key responsibilities

• Investigate, troubleshoot and resolve technical issues across the FYI platform, delivering exceptional client outcomes.


• Identify root causes, validate issues and collaborate with Product and Engineering teams to support effective resolutions and long‑term improvements.


• Maintain accurate documentation, investigation notes and knowledge resources that strengthen support quality and consistency.


• Identify recurring support trends and contribute ideas that improve processes, documentation and the overall client experience.


• Build strong product knowledge while supporting clients through onboarding, new feature releases and platform adoption where required.

About you

• Experience in a Technical Support role within a SaaS, technology or cloud‑based environment.


• Proven ability to troubleshoot technical issues, identify root causes and deliver effective solutions for clients.


• Knowledge of accounting practice workflows and operations is highly regarded.


• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non‑technical users.


• Experience working collaboratively with Product and Engineering teams to investigate issues and improve customer outcomes.

Why work for FYI?

• Highly competitive salary package aligned to your experience and impact.


• Flexible hybrid working from our global Head Office in Adelaide CBD.


• Professional development opportunities to grow your technical capability and career as FYI continues to scale globally.


• Paid Parental Leave, celebration leave and additional leave at key service milestones.


• Monthly office lunches and annual company retreats that build connection and alignment.


• A supportive, high‑performing culture where your ideas are encouraged and recognised.

Job DescriptionRoles & Responsibilities:

85% Essential Technical Criteria Provides complex technical support, planning and coordination for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, and remote access technologies. Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems. Performs analyzing, diagnosing, installation, and resolution of remote access technologies and associated problems. Performs analyzing, diagnosing, coordination and planning of horizontal network cable management processes including installation, moves, adds, changes and repairs. Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery. Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements. Acts as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products. Responsible for partnering with the business units they support to understand the business impact of support issues. Responsible for the analysis, design, and implementation of desktop solutions to fulfill business unit requirements. Responsible for the analysis, design and implementation of desktop technology life cycle management processes including technology procurement, refresh and disposition. Responsible for project analysis, design, coordination and planning for all technical components of desktop related projects. Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds and changes within the desktop computing environment. Demonstrates creativity and initiative in problem solving. 10% Complex Technical Documentation/Administrative Tasks Technical documentation of hardware/software additions or changes. Updates of inventory additions and changes to the inventory database. Updates and closures of trouble tickets and service requests. Timely labor hour input for billing and management. 5% Training requirements. Keeps up‑to‑date advanced technical skills and knowledge of vendor offerings. All other duties as assigned. Note: Percentages may vary depending on job responsibilities. Essential Performance Criteria Communications Frequency, Timeliness, and Clarity- responsive, thorough and appropriate in number and duration given the assignment, project or clients needs. Direct and to the point, avoiding wordiness. Scope contains all relevant information and viewpoints, well thought‑out and presented in a format that is easy to understand. Judgment - Willingness to do whats right even in the face of aversion, question, or differing opinions. Know when to keep comments to yourself. Relationships Attitude confident, friendly, helpful, sincere and positive. Professionalism courteous and tactful in all interactions, utilizing common sense, integrity and good judgment. Respect listening skills are appropriately used. Praise and reward others successes and accomplishments. Courage confront difficult situations promptly that affect our cast, leadership or customers, and do so in a positive, non‑threatening way. Risk Taking and Decision Making Responsibility - appropriately research issues and make timely decisions. Take ownership even if a wrong decision is made. Thrive on risk, but minimize to an adequate level. Dont become paralyzed by analysis. Be fiscally responsible. Innovation - think strategically and beyond the bounds of what is already being done. Productivity Time Management manage time appropriately to meet deadlines and commitments. Organization keep work area neat and free from clutter. Be efficient in your work files and