SaaS Technical Support Specialist - Hybrid (Adelaide)

M3DICINE Pty Ltd; Adelaide; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Professional development opportunities

Paid Parental Leave

Monthly office lunches

Job summary

FYI is a product-led SaaS company with a focus on cloud document management, automation and practice management for accountants. We seek a Technical Support Specialist to investigate, troubleshoot and resolve platform issues, collaborating with Support, Product and Engineering to reduce repeat incidents and improve client outcomes.

You’ll contribute to onboarding, feature releases and platform adoption, while maintaining thorough documentation and knowledge resources for the team.

Qualifications

• Experience in a Technical Support role within a SaaS, technology or cloud-based environment.
• Proven ability to troubleshoot technical issues, identify root causes and deliver effective solutions for clients.
• Knowledge of accounting practice workflows and operations is highly regarded.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
• Experience working collaboratively with Product and Engineering teams to investigate issues and improve customer outcomes.

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.

Skills

Technical Support experience

Troubleshooting

Root cause analysis

Collaboration with Product/Engineering

Communication skills

Job description

FYI is a product-led SaaS company with a focus on cloud document management, automation and practice management for accountants. We seek a Technical Support Specialist to investigate, troubleshoot and resolve platform issues, collaborating with Support, Product and Engineering to reduce repeat incidents and improve client outcomes.

You’ll contribute to onboarding, feature releases and platform adoption, while maintaining thorough documentation and knowledge resources for the team.