Technical Customer Support Agent

Technical Customer Support Specialist – SaaS

Location: Australia – Fully Remote
Salary: AU$70,000 – AU$85,000
Employment: Full-time, Permanent

Are you the type of person who wants to understand why a software issue is happening rather than simply logging a ticket and passing it on?

YourCode is working with an established global SaaS business looking to add a technically minded Customer Support Specialist to its Australian team.

This isn't a traditional high-volume helpdesk position. The support model sits somewhere between Tier 1 and Tier 2, with Support taking genuine ownership of customer issues and carrying out hands-on investigation before escalating to the wider technical team.

You'll be trained extensively on a sophisticated web-based platform and encouraged to explore it, reproduce problems, test different scenarios and work through potential causes.

If you have experience within SaaS, Application Support, Software Support or Technical Customer Support and enjoy the investigative side of support, this could be an excellent next step.

What You'll Be Doing

You'll provide customer-facing support for users of a global SaaS platform, taking ownership of queries from initial contact through to resolution or appropriate technical escalation.

Responsibilities will include:

• Managing and responding to customer support tickets.

• Investigating technical and functional issues within a web-based SaaS platform.

• Recreating reported problems and testing different scenarios to establish the root cause.

• Exploring the platform independently rather than immediately escalating unfamiliar issues.

• Identifying whether problems relate to user behaviour, configuration, expected functionality or a genuine software issue.

• Gathering meaningful technical information before escalating more complex issues.

• Clearly documenting your investigation, findings and steps already taken.

• Communicating technical information to non-technical customers in a clear and helpful way.

• Working collaboratively with Customer Success and technical teams internationally.

• Taking ownership of customer-facing help documentation and knowledge base content.

• Identifying recurring issues and opportunities to improve the customer experience.

What We're Looking For

We're particularly interested in people who combine excellent customer service skills with genuine technical curiosity.

You might currently be working as a:

• Technical Support Specialist

• Application Support Analyst

• Software Support Analyst

• SaaS Support Specialist

• Product Support Specialist

• Technical Customer Support Advisor

• Service Desk Analyst

• Helpdesk Analyst

You'll ideally have:

• Previous experience supporting a SaaS, software or web-based application.

• Strong troubleshooting and investigative skills.

• A willingness to explore software and try different approaches before escalating.

• Experience reproducing customer-reported issues.

• The ability to take ownership of problems rather than relying solely on scripts or strict escalation processes.

• Strong written and verbal communication skills.

• Confidence dealing directly with customers.

• The ability to document technical information clearly.

• A naturally curious approach to technology.

You don't need to be a developer or software engineer. What's more important is being technically minded and comfortable getting hands-on with software to understand what's happening.

Experience within EdTech, higher education or learning technology would be useful, but isn't essential.

Why Join?

This is an opportunity to join an established international software company while working completely remotely from anywhere in Australia.

You'll receive comprehensive training on the platform and join an experienced Australian team, while also collaborating with colleagues internationally.

The role offers:

• AU$70,000 – AU$85,000 salary

• 100% remote working across Australia

• No weekend working

• 24/5 global support environment

• Comprehensive product training

• Exposure to a sophisticated global SaaS platform

• Opportunity to develop deeper technical troubleshooting skills

• Ownership of customer-facing documentation

• Supportive Australian and international teams

• Long-term development opportunities within an established software business

If you're currently working in SaaS or software support and feel frustrated when you're expected to escalate an issue before you've had the chance to properly investigate it, we'd particularly like to hear from you.

Apply today for a confidential conversation.

Technical Customer Support Specialist – SaaS

Location: Australia – Fully Remote
Salary: AU$70,000 – AU$85,000
Employment: Full-time, Permanent