iGUIDE Support & Onboarding Specialist

REA Group Ltd.; Richmond Shire; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

12% Superannuation

Hybrid work environment

Annual professional development

Growth opportunities

Backed by REA Group

Job summary

Planitar, part of REA Group, seeks a Customer Solutions Engineer to empower iGUIDE customers through expert support, onboarding and training. You’ll troubleshoot hardware, capture pipelines, and Portal usage while creating helpful self-service resources.

The role blends technical problem-solving with clear communication and collaborative product input. Based in Australia with hybrid work options, you’ll partner with Solutions Engineers, Sales, and Marketing to ensure a smooth customer journey

Responsibilities

• Front-line point of contact for customer support requests by phone, email, and ticketing system.
• Diagnose and resolve technical issues related to iGUIDE hardware, capture/Stitch/processing pipeline, and Portal usage.
• Escalate complex issues to Solutions Engineering or Product/Engineering with clear documentation.
• Develop and maintain troubleshooting guides, FAQs, and knowledge base articles for self-service support.
• Support onboarding, helping customers set up hardware, software, and Portal.
• Assist in delivering training sessions (virtual and onsite) with Solutions Engineering.
• Maintain and refine training materials—manuals, videos, tutorials—for different user levels.
• Guide customers on data upload, data management, and best practices for Portal usage.
• Monitor open support cases, ensure timely follow-up, and share insights with Product and Engineering.
• Track recurring issues and feature requests, coordinating with Product/Engineering and Marketing.
• Build understanding of end-to-end iGUIDE—hardware, capture, Stitch/processing, Portal management.
• Stay current on product updates and contribute to internal docs.
• Collaborate with Solutions Engineers, Product Management, and Marketing to improve support experiences.

Job description

Planitar, part of REA Group, seeks a Customer Solutions Engineer to empower iGUIDE customers through expert support, onboarding and training. You’ll troubleshoot hardware, capture pipelines, and Portal usage while creating helpful self-service resources.

The role blends technical problem-solving with clear communication and collaborative product input. Based in Australia with hybrid work options, you’ll partner with Solutions Engineers, Sales, and Marketing to ensure a smooth customer journey