Support Lead | Application Support & Service Delivery | HealthCare SaaS

J2 Recruitment; Brisbane; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work arrangement

Career growth

Job summary

J2 Recruitment is seeking a Support Lead to build a regional application support and service-delivery capability for Australia and New Zealand, starting hands-on as the primary escalation point for a new healthcare SaaS platform.

Based in Brisbane, you will shape processes, tooling and team structure, grow the practice, and collaborate with global product, R&D and infrastructure teams.

This is a ground-floor opportunity with hybrid work and long-term leadership potential.

Qualifications

• Substantial experience leading application or technical support functions within SaaS/enterprise tech.
• Proven track record establishing or scaling a support capability.
• Ability to act as senior escalation point for complex incidents and build process.
• Experience coordinating across distributed or interstate teams.

Skills

Support leadership

SaaS support

ITIL aligned service delivery

Escalation management

Job description

Support Lead | Application Support & Service Delivery | HealthCare SaaS

This pioneering international software group provides mission-critical technology to health and social care organisations, with a strong global reputation built over decades and a growing footprint across the Asia-Pacific region.

Backed by significant global investment, the business has been expanding its presence in Australia and New Zealand through both organic growth and strategic acquisition, deepening its capability across community services, care management and related government-aligned platforms. With a growing portfolio of clients, the business is now investing in building a dedicated regional support capability from the ground up with Brisbane penciled in as the key location.

This is a genuinely rare opportunity to be part of a greenfield Support Practice build. As the founding Support Lead for the Australia/New Zealand region, you will start hands-on, acting as a senior support practitioner and the primary escalation point for a significant new platform deployment, working closely with global Product, R&D and infrastructure teams based offshore.

As the customer base and support team grow, so will your remit. This role is explicitly designed to evolve from individual contributor into genuine regional support leadership, with scope expanding across the region as the practice matures. You will be trusted to shape how support is delivered, establish processes, tooling and team structure, and make this function your own as it scales.

The Support Lead will ideally bring to the table:

• Substantial experience leading application or technical support functions within a SaaS, software or enterprise technology environment, ideally including ITIL-aligned service delivery
• A genuine track record of establishing or scaling a support capability, rather than simply operating within an existing one
• Comfortable acting as a senior escalation point for complex, business-critical incidents while also building longer-term process and team capability
• Experience managing or coordinating support across distributed or interstate teams
• Exposure to healthcare, case management, social care, human services or broader government platforms will be highly regarded, particularly for candidates who have worked on the practice or operational side rather than purely in IT

This pioneering international software group provides mission-critical technology to health and social care organisations, with a strong global reputation built over decades and a growing footprint across the Asia-Pacific region.

Backed by significant global investment, the business has been expanding its presence in Australia and New Zealand through both organic growth and strategic acquisition, deepening its capability across community services, care management and related government-aligned platforms. With a growing portfolio of clients, the business is now investing in building a dedicated regional support capability from the ground up with Brisbane penciled in as the key location.

This is a genuinely rare opportunity to be part of a greenfield Support Practice build. As the founding Support Lead for the Australia/New Zealand region, you will start hands-on, acting as a senior support practitioner and the primary escalation point for a significant new platform deployment, working closely with global Product, R&D and infrastructure teams based offshore.

As the customer base and support team grow, so will your remit. This role is explicitly designed to evolve from individual contributor into genuine regional support leadership, with scope expanding across the region as the practice matures. You will be trusted to shape how support is delivered, establish processes, tooling and team structure, and make this function your own as it scales.

The Support Lead will ideally bring to the table:

• Substantial experience leading application or technical support functions within a SaaS, software or enterprise technology environment, ideally including ITIL-aligned service delivery
• A genuine track record of establishing or scaling a support capability, rather than simply operating within an existing one
• Comfortable acting as a senior escalation point for complex, business-critical incidents while also building longer-term process and team capability
• Experience managing or coordinating support across distributed or interstate teams
• Exposure to healthcare, case management, social care, human services or broader government platforms will be highly regarded, particularly for candidates who have worked on the practice or operational side rather than purely in IT

What's On Offer:

• A rare ground-floor opportunity to build and shape a brand-new regional support function, with real influence over process, tooling and team structure
• The backing of an established, well-resourced global technology group with a strong reputation across health and social care
• A brand-new, modern Brisbane office, footsteps from public transport and a vibrant café and dining precinct
• A hybrid working arrangement (2-3 days in the office)
• A follow-the-sun support model, meaning no requirement for local on-call or after-hours coverage
• Genuine career growth as the region's footprint expands into New Zealand

If you have ever wanted to build a support function rather than simply run one, and you are motivated by work that genuinely matters to vulnerable members of the community, this is a rare chance to make your mark from day one.

Interviews are occurring immediately

Additional information

• Hands-On Application Support Leadership - Build A Regional Function From Scratch
• Global Health & Social Care Software/SaaS Group - Landmark A/NZ Expansion
• Ground Floor Opportunity - Shape The Practice As It Scales from AUS to NZ