SaaS HR Tech Support Consultant | Advanced Troubleshooting

ELMO Software; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work setup

Wellbeing initiatives

Inhouse Learning and Development

ELMO Social and Diversity clubs

Paid Parental leave - 12 weeks primary

Birthday leave, YOU day, and connecta

Job summary

ELMO Software is seeking a Technical Support Consultant in Sydney to provide expert support across our SaaS HR platform. You’ll apply advanced troubleshooting, resolve complex issues, and guide customers with clear, practical solutions while helping product teams improve the service and knowledge base.

You’ll build strong customer relationships, document actions and resolutions, and contribute to process enhancements and testing for new releases, all while maintaining security and privacy

Qualifications

• Advanced troubleshooting experience in SaaS/HR tech environments.
• Clear written and verbal communication with non-technical audiences.
• Structured diagnosis approach and problem-solving skills.

Responsibilities

• Provide expert-level support for complex issues across the ELMO software suite.
• Troubleshoot, triage, and develop workarounds where needed.
• Collaborate with Product team on fixes, enhancements, and bug resolution.
• Build trusted customer relationships and document resolutions clearly.
• Contribute to knowledge base and improve first-contact resolution.
• Capture customer feedback for product improvements and test new releases.

Skills

Advanced troubleshooting

Excellent communication

Non-technical explanation

Analytical thinking

Web tech familiarity

Job description

ELMO Software is seeking a Technical Support Consultant in Sydney to provide expert support across our SaaS HR platform. You’ll apply advanced troubleshooting, resolve complex issues, and guide customers with clear, practical solutions while helping product teams improve the service and knowledge base.

You’ll build strong customer relationships, document actions and resolutions, and contribute to process enhancements and testing for new releases, all while maintaining security and privacy