Product Support Associate

We are seeking a technically capable and customer-focused Product Support Associate to support our suite of education SaaS products across Australia.

This role sits at the intersection of technology, customer support, and product. You will work across the full customer lifecycle, resolving complex technical issues, guiding users on best practice, and ensuring a seamless customer experience.

You will support a portfolio of education platforms, including helping customers optimise product usage and resolve complex issues effectively.

What You'll Be Doing

• Providing technical and operational support across the full customer lifecycle (pre-sales, onboarding, in-life support, and retention)
• Troubleshooting and resolving complex product and usage issues
• Engaging directly with customers to diagnose problems and guide them through solutions
• Reproducing bugs and logging high-quality tickets for Product and Engineering teams
• Supporting product configuration, implementation, and best practice usage
• Translating technical concepts into clear, user-friendly guidance
• Maintaining and contributing to internal knowledge base documentation
• Identifying recurring issues and surfacing insights to improve product performance
• Collaborating cross-functionally with Customer Success, Product, and Technology teams

What Success Looks Like

• Timely and effective resolution of complex product issues
• High levels of customer satisfaction and positive feedback
• Reduction in repeat issues through improved guidance and processes
• Strong collaboration across teams to improve product and customer outcomes
• Contribution to overall customer retention and product value realisation

What You'll Bring Experience

• Experience in technical support, customer support, or a similar role
• Exposure to SaaS products or digital platforms
• Experience working with customers to resolve technical or product-related issues
• Experience supporting education platforms (e.g. Timetable or similar systems) is highly regarded

Skills

• Strong troubleshooting and problem-solving capability
• Ability to clearly communicate technical concepts to non-technical users
• High attention to detail and structured approach to issue resolution
• Strong stakeholder engagement and customer communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Collaborative mindset with the ability to work across teams