Enterprise Premium Support Specialist

Global Payments; Sydney; On-site; AUD 77,000 - 94,000; Full time

Job summary

Global Payments is seeking a Premium Support Specialist to join the Operations team in our Chatswood, NSW office. You will support top-tier customers, act as a technical advisor, and drive service excellence across complex issues.

You will own cases end-to-end, lead troubleshooting sessions via Teams and phone, analyze logs and configurations, and collaborate with Engineering, Product, and Client Success to deliver proactive, high-touch support.

Qualifications

• 2+ years of experience in software, SaaS, or technical application support.
• Experience supporting enterprise, strategic, premium, or escalated customer accounts.
• Strong troubleshooting and analytical problem-solving skills.
• Intermediate SQL capability and experience investigating data-related issues.
• Working knowledge of the Software Development Life Cycle (SDLC).
• Experience with cloud-based applications, web technologies, or SaaS environments.

Responsibilities

• Serve as the dedicated technical support contact for assigned premium and Service Delivery Manager-managed customers.
• Own complex customer issues from initial investigation through to resolution, ensuring clear communication throughout.
• Lead technical troubleshooting sessions via Microsoft Teams, phone, and customer workshops.
• Analyse application behaviour, logs, workflows, configurations, and data to identify root causes.
• Escalate issues effectively, providing detailed technical analysis and business impact assessments.
• Monitor customer support trends and proactively identify risks, recurring issues, and opportunities for improvement.
• Partner closely with Engineering, Product, Client Success, and Service Delivery teams to achieve timely resolutions.
• Prepare customer-facing technical updates, case summaries, and recommendations for service reviews and quarterly business reviews.
• Conduct root cause investigations and contribute to improvements across products, processes, and customer experience.
• Create and maintain knowledge articles, troubleshooting guides, and customer documentation.
• Mentor and support team members by sharing technical expertise and best practices.
• Ensure premium customers receive a support experience aligned with contractual service levels and performance expectations.

Skills

Technical support

Enterprise accounts

Troubleshooting

SQL

SDLC

Cloud services

Stakeholder management

Communication

Microsoft Teams

Tools

Microsoft Teams

Job description

Global Payments is seeking a Premium Support Specialist to join the Operations team in our Chatswood, NSW office. You will support top-tier customers, act as a technical advisor, and drive service excellence across complex issues.

You will own cases end-to-end, lead troubleshooting sessions via Teams and phone, analyze logs and configurations, and collaborate with Engineering, Product, and Client Success to deliver proactive, high-touch support.