Remote APAC Technical Product Support Specialist

Xtremepush Limited; Melbourne; Remote; AUD 75,000 - 105,000; Full time

Job summary

The role collaborates with global teams, contributes to knowledge bases, and supports onboarding. This remote Australia-based position follows Melbourne business hours with an on-call rotation and occasional weekend coverage.

Qualifications

• 2+ years' experience in technical support or similar customer-facing technical role.
• Practical experience troubleshooting web technologies and REST APIs.

Responsibilities

• Own and resolve customer support tickets from initial response through to resolution.
• Troubleshoot issues across APIs, JavaScript, HTML/CSS, iOS/Android SDKs and data imports.
• Investigate and reproduce issues, gather logs and escalate to Engineering as needed.
• Monitor APAC support queue and triage high-impact incidents.
• Keep customers informed during incidents with clear handovers across time zones.
• Advise customers on platform use cases, segmentation, journeys and testing.
• Create and maintain help-center articles and troubleshooting guides.
• Share feedback with Product and contribute to documentation improvements.

Skills

API troubleshooting

Web technologies (HTML/CSS/JS)

Ticketing system (Zendesk)

English communication

Time management

Problem solving

Education

Degree in IT/Computer Science or related

Tools

Zendesk

Jira

Confluence

Job description

The role collaborates with global teams, contributes to knowledge bases, and supports onboarding. This remote Australia-based position follows Melbourne business hours with an on-call rotation and occasional weekend coverage.