Premium SaaS Support Specialist

Global Payments

Willoughby

On-site

AUD 77,000 - 94,000

Full time

36 hours ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Sentral, an education technology platform in Australia, seeks a Premium Support Specialist to join the Operations team and act as a trusted technical advisor for high-value customers. You will own complex cases from start to finish, ensuring proactive, high-touch support and collaborating with engineers, product, and service delivery for timely resolutions.

The role requires 2+ years in software/SaaS support, strong troubleshooting, SQL capabilities, and the ability to communicate complex

Qualifications

2+ years' 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 capabilities and data investigation experience.

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.