SaaS Technical Support Specialist — Accounting

Geotab

Adelaide

Hybrid

AUD 70,000 - 100,000

Full time

36 hours ago

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Benefits offered by this job

Flexible hybrid work

Parental leave

Annual company retreats

Job summary

FYI, a product-led SaaS company built by accountants for accountants, is seeking a Technical Support Specialist to help clients navigate the FYI platform and resolve technical challenges across modules. You will work closely with Support, Product and Engineering to identify root causes, document solutions and contribute to process improvements.

The role also focuses on client onboarding, feature adoption and ongoing support excellence.

Qualifications

Experience in a Technical Support role within a SaaS, technology or cloud-based environment.
Knowledge of accounting practice workflows and operations is highly regarded.
Strong written and verbal communication skills, able to explain technical concepts clearly to varied users.

Responsibilities

Investigate, troubleshoot and resolve technical issues across the FYI platform, delivering exceptional client outcomes.
Identify root causes, validate issues and collaborate with Product and Engineering teams to support effective resolutions and long-term improvements.
Maintain accurate documentation, investigation notes and knowledge resources that strengthen support quality and consistency.
Identify recurring support trends and contribute ideas that improve processes, documentation and the overall client experience.
Build strong product knowledge while supporting clients through onboarding, new feature releases and platform adoption where required.