Senior Technical Support Engineer - SaaS (WHS/Risk)

Arventa Pty Ltd; North Canberra; On-site; AUD 65,000 - 85,000; Full time

Job summary

Arventa Pty Ltd in Canberra is seeking a Technical Support Officer to deliver hands-on technical support for our WHS and Risk Management software. You will investigate, troubleshoot and document defects, and work with internal teams to drive timely resolutions.

Ideal candidates have at least 3 years in application or technical support, experience with Zendesk/Zoho, and the ability to explain complex concepts clearly by phone and writing.

Qualifications

• Minimum 3 years in application or technical support, preferably in a B2B SaaS environment
• Experienced using platforms like Zendesk, Zoho or similar to manage triage and support tickets
• Able to translate complex technical concepts into simple, understandable explanations both in writing and over the phone
• Troubleshooting, asking the right questions, and getting to the root of an issue
• A genuine interest in technology and a strong, logical problem-solving approach
• Supply copies of all educational qualifications

Responsibilities

• Respond to and resume support tickets within defined SLA timeframes, maintaining strong individual performance standards
• Take full ownership of customer issues from initial contact through to final resolution, including proactive coordination of escalated matters
• Conduct thorough pre-analysis of all items and document findings for effecive escalation if required
• Engage directly with clients via phone for all issues, providing clear, proactive updates throughout the ticket lifecycle
• Manage personal ticket backlog effectively to prevent SLA breaches and ensure timely resolution of all assigned cases
• Maintain accurate documentation, time reporting, and compliance with internal quality assurance and performance standards, while contributing to continuous improvement initiatives

Skills

Technical support

SaaS support

Troubleshooting

Customer communication

Zendesk/Zoho

Root cause analysis

Job description

Arventa Pty Ltd in Canberra is seeking a Technical Support Officer to deliver hands-on technical support for our WHS and Risk Management software. You will investigate, troubleshoot and document defects, and work with internal teams to drive timely resolutions.

Ideal candidates have at least 3 years in application or technical support, experience with Zendesk/Zoho, and the ability to explain complex concepts clearly by phone and writing.