Technical Support Engineer

Rosterfy; Melbourne; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Volunteer time off

Referral bonuses and recognition

Job summary

Rosterfy in Melbourne (Hybrid) is seeking a technically capable, customer-focused support engineer to help customers confidently use our volunteer platform.

You'll bridge customer support and technical troubleshooting, collaborating with Product and Engineering, handling API integrations, SSL/DNS configurations, and proactive issue resolution to improve the platform for Not-for-Profits and global clients.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering or a related field required.
• Good understanding of cybersecurity concepts including SSL and DNS.
• Experience with APIs and integration tools (Postman, REST APIs, OAuth).
• Strong analytical and problem-solving capabilities.
• Proactive, self-starting mindset with solid communication and time management.

Responsibilities

• Provide timely, high-quality technical support for reported issues, queries, and product questions.
• Serve as primary contact for system setup, configuration and troubleshooting.
• Collaborate with Product and Engineering to investigate issues and document improvements.
• Maintain documentation of configurations, processes and troubleshooting steps.
• Manage security configurations including SSL and DNS.
• Provide API support and assist with SQL-based queries and investigations.

Skills

Analytical skills

Problem solving

Ownership & communication

Time management

Excel proficiency

Education

Bachelor's degree in Computer Science or related field

Tools

Postman

REST APIs

OAuth

Job description

Location: Melbourne (office 3 days a week)

Workplace Type: Hybrid

Who we are

Rosterfy is a global leading, end-to-end enterprise volunteer engagement platform powering over 100 million volunteer hours. We exist to connect communities to events and causes they are passionate about.

Used by over 3 million volunteers across 26 different countries, Our SaaS platform powers mass volunteer programs across the globe for Not-for-Profits, local government, sporting federations, and major events. Our all in one solution helps our clients to recruit, retain, reward and train their volunteers, whilst also ensuring compliance.

Headquartered in Melbourne, Australia, with offices in Sydney, London, Dallas, Denver & New York, our vibrant, inclusive and passionate global team is driven to unite the world around volunteering.

Why you want to work with us

Rapid Growth: Rosterfy is a rapidly expanding company, doubling in size every year. Backed by top investors, Rosterfy is on a rocket ship trajectory, set for incredible growth and success.

Global Impact: We are reshaping volunteering globally and have an ambitious goal to redefine what it means to be a volunteer. Work with us, and be certain that you will make an impact.

Well-liked: with 4.5 stars on Capterra, 4.4 stars on G2, and winners of various awards, we are well liked by clients and recognised for our exceptional service and innovative solutions.

Awesome clients: We've been the volunteer management platform for 7 consecutive Super Bowls, Lifeline, & Oxfam amongst many other happy clients across 26 countries.

Competitive salary: We offer a competitive salary commensurate with experience and qualifications, along with comprehensive benefits.

Check out our Employee Value Proposition slide deck here!

Rosterfy Employee Value Proposition

About this role

We're looking for a technically capable, customer-focused support engineer who will support our customers in using Rosterfy with confidence.

In this role, you'll work at the intersection of customer support and technical troubleshooting, partnering closely with and across the Rosterfy business to investigate issues, contribute insights, and support the ongoing improvement of the Rosterfy platform.

This role combines real-time, hands-on technical support with anticipatory problem-solving. Strong judgement around response quality and timely technical escalation is essential.

Key Responsibilities

• Provide timely, high-quality technical support to customers for reported issues, queries, and product-related questions.
• Act as a primary support contact, assisting customers with system setup, configuration and troubleshooting.
• Collaborate with Product and Engineering teams to investigate issues and contribute to system improvements through clear documentation and specifications.
• Maintain accurate documentation of system configurations, processes and troubleshooting procedures.
• Implement and manage security-related configurations, including SSL and DNS.
• Provide API support and assist with SQL-based queries and investigations.

Key Requirements

• Bachelor's degree in Computer Science, Software Engineering or a related field.
• Understanding of cybersecurity best practices, including concepts such as SSL and DNS.
• Experience working with APIs and integration tools such as Postman, REST APIs and OAuth.
• Strong analytical and problem-solving capability.
• Proactive, self-starting mindset with the ability to work effectively under pressure.
• Strong sense of ownership, with clear communication and effective time management skills.
• Solid proficiency in Excel and data analysis fundamentals.

What Success Looks Like

• Experience with PHP frameworks such as Symfony or Laravel (our primary tech stack).
• Strong exposure to APIs, integrations and cloud-based platforms.
• Experience working in a SaaS or technology startup environment is highly regarded.

Remuneration and Benefits Package (AUS)

• Competitive salary offering
• Paid time off to participate in volunteering activities
• Referral bonuses and recognition programs