Field Services Specialist

Geotab; Adelaide; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Flexible hybrid work

Parental leave

Annual company retreats

Job summary

FYI, a product-led SaaS company built by accountants for accountants, is seeking a Technical Support Specialist to help clients navigate the FYI platform and resolve technical challenges across modules. You will work closely with Support, Product and Engineering to identify root causes, document solutions and contribute to process improvements.

The role also focuses on client onboarding, feature adoption and ongoing support excellence.

Qualifications

• Experience in a Technical Support role within a SaaS, technology or cloud-based environment.
• Knowledge of accounting practice workflows and operations is highly regarded.
• Strong written and verbal communication skills, able to explain technical concepts clearly to varied users.

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

SaaS

Troubleshooting

Accounting workflows

Job description

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.