Product Support Specialist — Hybrid Tech & Customer Delight

Blink - Employee Experience Platform; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

25 days annual leave

Private healthcare stipend

Equipment provided

Social events

Generous equity allocations

Job summary

Blink - Employee Experience Platform is hiring for a Product Support Specialist to elevate our customer-centric support function from our Sydney office on a hybrid basis. You will own product- and tech-related queries, escalate where needed, and partner with Product and Engineering to continuously improve the support experience.

You will help customers and internal teams, contribute to knowledge bases, and drive automation through self‑service tools and AI-assisted workflows.

Qualifications

• Experience as Product Support Specialist within a software vendor or SaaS environment.
• Ability to write for non-technical audiences, such as knowledge base articles or release notes.
• Strong prioritization and project management skills, with ability to flag deadlines early.

Responsibilities

• Blink Product Expertise: be the go-to experts, collaborate with Product Managers, update documentation and help articles.
• Technical Support: manage tickets from triage to resolution and meet SLAs for end users and stakeholders.
• Resolution and Escalation: work with rapid response engineering to own more resolutions and escalate when needed.
• Empowering Customers through automation: identify automation opportunities and create self-help resources and AI-powered flows.

Skills

Customer obsession

Independent working

Cross-functional collaboration

Clear written communication

Project management

Technical aptitude

AI tooling familiarity

SaaS experience

Tools

HTML

CSS

SQL

APIs

Job description

Blink - Employee Experience Platform is hiring for a Product Support Specialist to elevate our customer-centric support function from our Sydney office on a hybrid basis. You will own product- and tech-related queries, escalate where needed, and partner with Product and Engineering to continuously improve the support experience.

You will help customers and internal teams, contribute to knowledge bases, and drive automation through self‑service tools and AI-assisted workflows.