Technical Support Consultant

ELMO Software; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work setup

Wellbeing initiatives

Inhouse Learning and Development

ELMO Social and Diversity clubs

Paid Parental leave - 12 weeks primary

Birthday leave, YOU day, and connecta

Job summary

ELMO Software is seeking a Technical Support Consultant in Sydney to provide expert support across our SaaS HR platform. You’ll apply advanced troubleshooting, resolve complex issues, and guide customers with clear, practical solutions while helping product teams improve the service and knowledge base.

You’ll build strong customer relationships, document actions and resolutions, and contribute to process enhancements and testing for new releases, all while maintaining security and privacy

Qualifications

• Advanced troubleshooting experience in SaaS/HR tech environments.
• Clear written and verbal communication with non-technical audiences.
• Structured diagnosis approach and problem-solving skills.

Responsibilities

• Provide expert-level support for complex issues across the ELMO software suite.
• Troubleshoot, triage, and develop workarounds where needed.
• Collaborate with Product team on fixes, enhancements, and bug resolution.
• Build trusted customer relationships and document resolutions clearly.
• Contribute to knowledge base and improve first-contact resolution.
• Capture customer feedback for product improvements and test new releases.

Skills

Advanced troubleshooting

Excellent communication

Non-technical explanation

Analytical thinking

Web tech familiarity

Job description

Who We Are…

Founded in 2002, ELMO Software is the trusted provider of HR technology solutions to 2,000+ mid-sized organisations and more than one million end users across Australia and New Zealand.With a comprehensive suite of ISO-certified solutions that span the full employee lifecycle, ELMO Software is designed to scale as organisations grow. Flexible and configurable, ELMO’s one-stop HRIS fits to your specific needs and workflows.Through powerful technology, automation, data and analytics, ELMO Software empowers HR professionals to play an integral role in company decision making.

Job Type: Permanent - Full Time
Location: Sydney
Job Category: HR & Recruitment,IT
Founded in 2002, ELMO Software is the trusted provider of HR technology solutions to 2,000+ mid-sized organisations and more than one million end users across Australia and New Zealand.With a comprehensive suite of ISO-certified solutions that span the full employee lifecycle, ELMO Software is designed to scale as organisations grow. Flexible and configurable, ELMO’s one-stop HRIS fits to your specific needs and workflows.Through powerful technology, automation, data and analytics, ELMO Software empowers HR professionals to play an integral role in company decision making.

Who We Are…

Founded in 2002, ELMO Software is the trusted provider of HR technology solutions to 2,000+ mid-sized organisations and more than one million end users across Australia and New Zealand.With a comprehensive suite of ISO-certified solutions that span the full employee lifecycle, ELMO Software is designed to scale as organisations grow. Flexible and configurable, ELMO’s one-stop HRIS fits to your specific needs and workflows.Through powerful technology, automation, data and analytics, ELMO Software empowers HR professionals to play an integral role in company decision making.

Life & Culture...

Benefits

At ELMO you will be joining an epic team with the opportunity to make a big impact. We foster an authentic, collaborative, fun working environment and being an ELMOnian means you're part of an amazing team that will push you to grow, support you with challenges and allow you to shine. Some of our benefits include:

• Hybrid work set up
• Paid Parental leave - 12 weeks primary, 6 weeks secondary
• Birthday leave, YOU day each year, as well as connecting people leave (up to 2 weeks working from anywhere)
• Inhouse Learning and Development initiatives
• ELMO Social and Diversity clubs
• Wellbeing initiatives
• Mental Health/EAP programs
• Flare Benefits (great discounts, novated leasing, salary sacrifice)

Our Values

• Reimagine What's Possible - We believe innovation is human at its core. By staying open, fearless, and adaptive, we continuously push boundaries - while keeping people at the heart of everything we do.
• Obsess over Customers – Everything we do is designed to positively impact our customers.
• Help Others Thrive - Be they colleagues, communities or customers, we champion ways to help others thrive.
• Be Fearlessly Optimistic - We bring unwavering positivity to any challenge, as we know it will drive meaningful change.

Please note: Our internal Talent Acquisition team has got this covered, we’re not open to using an agency for this role.

Job Description

Make an impact through exceptional technical support

ELMO is looking for a Technical Support Consultant to provide expert technical support across our customer base. You’ll use your product expertise and advanced troubleshooting skills to manage complex issues, recommend practical solutions and deliver a consistently high standard of service.

This is an opportunity to play an important role in helping customers succeed while also contributing to product, process and knowledge improvements across the support team.

What You’ll Do

• Provide expert-level support for complex technical issues across the ELMO software suite.
• Investigate, troubleshoot and triage complex problems, including developing workaround solutions where needed.
• Work closely with the Product team on long-term fixes, enhancements and bug resolution.
• Build trusted customer relationships by delivering timely, clear and high-quality resolutions in line with service level agreements.
• Document problems, actions and resolutions accurately in the ticketing system.
• Contribute to and maintain the internal knowledge base to help improve first-contact resolution.
• Capture and communicate customer feedback to support product improvements.
• Identify opportunities to improve support workflows, processes and the customer experience.
• Participate in user acceptance testing for new product releases and system updates.
• Maintain strong product and domain knowledge while complying with ELMO’s information security and privacy policies.

Desired Skills And Experience

What you’ll bring

• Advanced technical troubleshooting skills, ideally gained in a SaaS, HR or payroll technology environment.
• Excellent written and verbal communication skills.
• The ability to explain complex technical concepts clearly to non-technical audiences.
• Strong analytical and problem-solving skills, with a structured approach to diagnosis and resolution.
• Experience diagnosing issues related to web technologies such as HTML, JavaScript or APIs is highly desirable.
• A customer-focused mindset and the ability to collaborate effectively with Support, Product, Business Development, Account Management, Implementation and Training teams.
• A commitment to clear, accurate and useful documentation.

ELMO Software Pty Ltd is an equal opportunity employer, and we encourage applicants from diverse backgrounds to join our team - a commitment reflected in our Reconciliation Action Plan .

As the first software company in Australia and New Zealand to achieve ISO 42001:2023 Certification, we're passionate about responsible, secure and safe AI. Key to this role is an awareness of data privacy and security, as you'll be working with sensitive employee data in accordance with our ISO 27001:2022 Certified security policies.