Product Support Specialist

Jomablue; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

ClassPass to support health and well‑n

Personal development opportunities

Training and skills development

Gym access in-building

Job summary

Jomablue, a premium enterprise event technology company, seeks a Product Support Specialist for a full‑time hybrid role based in Ultimo, NSW. You will be the knowledge expert on the Jomablue platform, supporting implementation across customer journeys and collaborating with internal delivery teams and clients.

You will engage in technical reviews, integration planning, and escalations, with a focus on AI-driven improvements and high‑quality service. Travel to onsite events is expected.

Qualifications

• 5+ years in a product support or SaaS role.
• Experience supporting SaaS products with configuration-driven delivery.
• Advanced data skills with Excel/Sheets and data mapping.

Responsibilities

• Provide Tier 2 product support including escalations and troubleshooting.
• Manage support tickets within defined SLAs and ensure clear communication.
• Deliver workshops and best-practice guidance on the Jomablue platform.
• Handle registration data and CRM system mappings (e.g. Salesforce, HubSpot).
• Support integration planning, APIs, and AI-powered workflow improvements.
• Offer phone, remote, and onsite support during customer events.
• Create reports and analytics using Jomablue reporting tools.
• Contribute to knowledge base and product feedback loops.
• Travel to onsite events up to 3–5 times per year as needed.

Skills

SaaS support

Customer service

API integrations

AI tooling

Excel / Sheets

CRM platforms

JSON/HTML/CSS

Ticketing systems

Travel flexibility

English communication

Tools

Public APIs

CRM platforms

Zapier

Airtable

Wrike

Miro

Slack

Job description

Jomablue is a premium enterprise event technology company, trusted by some of the world's leading organisations to deliver complex, high-stakes events.

With over 25 years in the events industry, that heritage shows in everything we build and every event we deliver. Named ‘Best Event Management Platform’ at the Event Technology Awards and certified as a ‘Great Place to Work’, the recognition reflects what we have always believed: that the people in our team matter as much as the experiences we create for our customers.

Our customers range from global tech giants to iconic Australian brands, and they come back to us because of two things: the quality of our technology and solutions, and the quality of the people behind it.

We are a close, passionate team of genuine human beings who love what we do. The kind of team where people laugh hard, hold each other to a high standard, and actually want to come to work!

If you want to do meaningful work, at a company that is growing and continues to prove itself . . this is your chance.

The Role

The Product Support Specialist reports to the Technology Services Manager and is the knowledge expert on the Jomablue platform. This role exists to ensure our internal teams and our customers can build, deliver, and optimise events with confidence, supported by deep product knowledge and a relentless focus on quality.

This role will support the successful implementation of Jomablue across the customer event journey; from registration data and CRM integrations through to event configuration, mobile apps, and virtual experiences. You will spend most of your time interfacing with our internal delivery teams and will be required to engage directly with customers in technical review workshops, integration planning sessions, and escalations where deep product expertise is required.

You must be motivated and passionate about great service, with a curious and adaptive mindset toward continuous learning, particularly in adopting and building with AI. Within a small team, you understand that working closely with others and pitching in when necessary helps our team be stronger and reach our goals.

When and Where

This is a full-time, hybrid role based in our Ultimo, NSW office — with three days a week in-person to collaborate with the team. Additional office days may be required depending on business needs.

Your Duties

• Provide Tier 2 product support including queries, troubleshooting, interfacing with our Product Team on escalations, and resolution for both internal and external customers.
• Manage and resolve customer support tickets within defined processes and SLAs, ensuring a high standard of communication throughout.
• Deliver workshops and best-practice guidance on the Jomablue platform to internal and external users.
• Manage customer registration data, including imports, exports, transformations, and mapping to customer CRM systems (e.g. Salesforce, HubSpot, Marketo, Dynamics).
• Support the implementation, troubleshooting, and ongoing operation of bidirectional integrations, including via Jomablue Programs feature and public APIs.
• Support technical review workshops and integration discovery and planning sessions with customers.
• Provide phone, remote, and onsite support for escalated technical issues during customer events.
• Build custom reports and analyses using Jomablue’s reporting and analytics functionality.
• Leverage and build AI-powered tools and automations to streamline review, QA, and operational workflows.
• Contribute to knowledge base articles, process documentation, and product feedback loops with the Technology Services team.
• Upskill continuously on new and updated Jomablue product features.
• Attend three to five onsite events per year for learning and development, with additional onsite travel possible during peak event seasons.

Skills and Experience

While we list some skills and experience items below, we are focused on finding the right person who wants to learn.

• 5+ years’ experience in a product support or similar role, ideally within a SaaS environment.
• Demonstrated experience supporting SaaS products where software configuration drives real-world delivery, ideally within the events industry.
• Expert-level data and spreadsheet competency (Excel, Google Sheets, or similar), with a robust understanding of data flow and mapping between databases or systems.
• Experience working with platform integrations, including public APIs and bidirectional integrations.
• A focused and adaptive mindset toward AI, both adopting tools built by others and building your own to streamline workflows for yourself and those around you.
• Exceptional customer service and communication skills, including the ability to explain complex technical concepts clearly to non-technical stakeholders across phone, email, and live support channels.
• Exceptional written and verbal communication skills in English with additional languages advantageous.
• Experience managing ticketed support systems and familiarity with reporting and analytics functionality within software products.
• Creative and proficient troubleshooting skills.
• Flexibility - our industry and dynamic culture can bring some early mornings and late nights from time to time to support success.
• Ability to travel both domestically and internationally.
• Familiarity with content management systems and platforms, including design theming, email templates, registration sites, mobile apps, microsites/landing pages.
• Strong working knowledge of JSON, HTML, and CSS for advanced configuration and troubleshooting.
• Exposure to audit and quality assurance processes for customer-facing configurations.
• Familiarity with CRM platforms such as Salesforce, HubSpot, Marketo, or Dynamics.
• Experience with Zapier, Airtable, Wrike, Miro, and Slack.
• Familiarity with ITIL or similar support frameworks.
• Previous live event or trade show experience.

The Right Fit

We believe strongly in searching for people that are the right cultural fit for our team. Our values are Communication Excellence, Collaboration & Teamwork, Customer Focus, Problem Solving & Decision Making, and Dynamic Adaptability.

What We Offer

• Access to ClassPass to support your health and wellness.
• Opportunities for personal development.
• Training in key skills such as time management, teamwork, and more.
• A dynamic and inclusive work environment where your growth is our priority.
• Competitive compensation, benefits, and rewards for your contributions and career progression.
• Access to our in-building gym, sauna, and golf simulator.