Platform Support Specialist – B2B SaaS & No-Code

Platform Support Specialist – Remote (Australia)

Our client is seeking a Platform Support Specialist to provide first- and second-line support for all inbound partner and customer queries for their B2B SaaS no-code platform across Australia. This is a fully remote role with the opportunity to work independently while collaborating with a global team.

Why this role exists

Our client is expanding in the Australian market and needs a technical, customer-focused professional to be the first point of contact for partners and customers. You’ll handle queries, troubleshoot issues, and guide users through best practices for using enterprise SaaS platforms.

This isn’t just about closing tickets—it’s about helping customers become self-sufficient, spotting recurring challenges, and providing insights that help improve both the platform and customer experience.

What you’ll be responsible for

• Acting as first and second-line support for partner and customer queries
• Managing requests via ticketing systems, email, and other channels
• Diagnosing, troubleshooting, and resolving technical and functional issues, including integrations, workflows, and cloud-related configurations
• Escalating complex issues to Engineering or Product teams when needed
• Maintaining accurate records of issues and resolutions, contributing to the knowledge base
• Identifying trends and recurring issues, and suggesting process or product improvements
• Collaborating closely with internal teams (Engineering, Product, Customer Success) to deliver a seamless experienceWhat we’re looking for

• Experience in technical support, application support, SaaS, or enterprise software
• Exposure to cloud platforms (AWS, Azure, GCP), observability tools (Datadog, Dynatrace, Splunk) or large-scale data platforms is highly desirable
• Knowledge of PaaS solutions; experience with low-code platforms is a plus
• Excellent written and verbal communication skills
• Ability to work independently and manage multiple priorities
• Comfortable learning new systems and explaining technical concepts to non-technical users
• Familiarity with energy industry workflows or data management platforms is useful, but not essential

What we offer

• 100% remote work (anywhere in Australia; Perth timezone beneficial)
• Annual training and development budget
• Unlimited paid time off
• Pension contribution and comprehensive insurance
• A high-trust, flexible culture where ownership and impact matter