Senior Technical Support Engineer - APAC (Hybrid Sydney)

FloQast; Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Job summary

FloQast is seeking a Senior Technical Support Engineer in Sydney to unblock customers across the FloQast Accounting Transformation Platform and integrations. Hybrid work requires 3 days in the Sydney CBD office; visa sponsorship is not available.

You will own 1st- to 3rd-line cases, mentor teammates, and collaborate with Engineering on P2/P0 incidents, delivering hands-on technical resolutions and deep domain SME coverage.

Qualifications

• 7–10 years of experience in Technical Support, IT, or a related field.
• Strong written and verbal communication skills.
• Ability to troubleshoot and resolve customer-reported technical issues.
• Experience collaborating cross-functionally with Engineering, Product and Customer Success.
• Experience with ticketing systems (Zendesk, Salesforce, JIRA).
• Comfort using AI-assisted tools in support workflows, including case summaries and knowledge retrieval.
• Ability to quickly gain proficiency in complex, evolving products.

Responsibilities

• Own support cases from customers/colleagues/partners and deliver clear solutions via email and screen share.
• Troubleshoot error messages and unblocking customers by identifying root causes.
• Perform backend configuration work, including data transformations, uploads and migrations.
• Handle L1–L3 support cases and own the most technically demanding issues.
• Lead L3 resolution end-to-end, coordinate with Engineering during incidents.
• Mentor fellow TSEs through shadowing, ticket reviews, and collaboration.
• Partner with regional colleagues on implementations and APAC planning.

Skills

7-10 years exp

Strong communication

Empathy in support

Critical thinking

Multi-tasking

Team collaboration

Problem solving

Quick learner

Education

Degree in Information Systems/IT/Engineering

Tools

Zendesk

Salesforce

JIRA

Postman

Job description

FloQast is seeking a Senior Technical Support Engineer in Sydney to unblock customers across the FloQast Accounting Transformation Platform and integrations. Hybrid work requires 3 days in the Sydney CBD office; visa sponsorship is not available.

You will own 1st- to 3rd-line cases, mentor teammates, and collaborate with Engineering on P2/P0 incidents, delivering hands-on technical resolutions and deep domain SME coverage.