About the Role
As a Product Support Specialist, you’ll be the first line of expert support for Xtremepush customers across the Asia-Pacific region. You’ll provide technical support, troubleshoot issues and help customers get the most from the Xtremepush platform.
You’ll work across channels including email, mobile push, web push, SMS, in-app and on-site messaging, as well as webhooks, APIs and integrations. You’ll also advise customers on best practice across campaigns, segmentation, automated journeys, personalisation and A/B testing.
The role requires you to work independently during Australian business hours while collaborating closely with our global Support, Product, Engineering, Technical Operations, Account Management and Onboarding teams. You’ll also help identify recurring customer issues, share feedback with our Product and Engineering teams, and contribute to improving our documentation and support processes.
The standard working pattern is Monday to Friday, 9:00am–6:00pm Melbourne time. The role also includes a recurring on-call rota covering urgent issues outside core hours, including some weekends and public holidays. On-call time is compensated, and working hours may be adjusted in line with business needs, with reasonable notice and consultation.
This is a remote role based in Australia. #LI-Remote
Key Responsibilities
- Own and resolve customer support tickets from initial response through to resolution, meeting agreed response and resolution SLAs.
- Troubleshoot technical issues across APIs, JavaScript, HTML/CSS, iOS and Android SDKs, data imports and customer integrations.
- Investigate and reproduce issues, gather logs and evidence, identify root causes and escalate to Engineering or Technical Operations where required.
- Monitor the APAC support queue and triage urgent or high-impact incidents, including campaign failures, delivery issues and data synchronisation problems.
- Keep customers informed throughout incidents and provide clear handovers to colleagues in other time zones.
- Advise customers on platform use cases, including segmentation, automated journeys, personalisation and A/B testing, as well as campaign performance and deliverability best practice.
- Support Account Management and Onboarding teams with technical guidance for APAC customers.
- Identify customer risks, recurring issues and opportunities and share relevant insights with Account Management.
- Share customer feedback and feature requests with Product, including the wider business impact.
- Test new features and releases and identify and report defects.
- Create and maintain help-centre articles, troubleshooting guides, internal documentation and saved responses.
- Identify recurring support trends and recommend product or process improvements that reduce repeat issues.
- Participate in team meetings, knowledge sharing and process improvement across global time zones.
Your Experience and Qualifications
- 2+ years’ experience in technical support, customer success or a similar customer-facing technical role, ideally within SaaS.
- Practical experience troubleshooting web technologies such as HTML, CSS and JavaScript and/or REST APIs, including understanding API requests, responses and error codes.
- Excellent written English, with the ability to explain technical issues clearly to both technical and non-technical customers.
- Experience using Zendesk or a similar ticketing system.
- Strong prioritisation and time-management skills, with the confidence to work independently and make decisions.
- A methodical and logical approach to problem solving.
Desirable but not essential:
- Experience with marketing automation, CRM, customer data platforms or email/push campaign platforms.
- Familiarity with iOS or Android development or mobile SDK integrations.
- Basic SQL or experience working with customer data, imports and segmentation.
- Experience using Jira or Confluence.
- Technical or instructional writing experience.
- Experience supporting customers in iGaming, sports betting, entertainment or other high-volume consumer industries.
- Experience delivering product training or demonstrations.
- A degree in IT, Computer Science or a related field, or equivalent practical experience.
Location
This is a remote role based in Australia. #LI-Remote
