Responsibilities
- Take ownership of support cases from customers, colleagues, and partners, applying appropriate prioritization and delivering clear, effective solutions primarily through email and screen sharing.
- Diagnose error messages and unexpected behaviors, unblocking customers by identifying root causes and providing technical resolutions.
- Perform backend configuration tasks such as data transformations, uploads, and migrations to maintain functionality and meet customer requirements.
- Handle a broad range of L1, L2, and L3 support cases related to assigned solutions and subject matter expert specializations, including ownership of the most technically challenging cases within the team.
- Lead L3 case resolution from start to finish, coordinating with Engineering from initial triage through remediation; act as the primary Support representative during P2 incidents and co-lead P0/P1 responses alongside Support leadership.
- Develop and maintain expertise in four or more subject matter areas, with recognized depth that the broader team relies on.
- Use internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments.
- Leverage technical tools such as session replay, log analysis, developer tools, and API clients (e.g., Postman) for troubleshooting.
- Participate in daily standups and internal Slack discussions to collaborate on active tickets and projects.
- Mentor fellow Technical Support Engineers through shadowing sessions, ticket reviews, and live ticket collaboration.
- Partner with local colleagues (ASM, ATC, PIC, AM, etc.) on regional customer implementations and post-launch initiatives, and contribute to internal APAC planning and reporting cadences.
- Contribute to assigned special projects and initiatives, using creative problem-solving skills to help the department achieve its goals.
Requirements
- Typically 7–10 years of experience in Technical Support, IT, or a related technical field.
- High emotional intelligence with the ability to assess customer urgency and deliver accurate, timely, and empathetic support.
- Ability to apply critical thinking to troubleshoot, diagnose, and resolve customer-reported technical issues.
- Strong technical aptitude with the ability to quickly gain proficiency in complex products, including rapidly evolving features across an innovative platform.
- Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Team-first attitude and experience working cross-functionally with Engineering, Product, Customer Success, and other teams.
- Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes.
- Comfort using AI-assisted tools in day-to-day support workflows, including case summarization, knowledge retrieval, and troubleshooting assistance.
Nice to Have
- Experience working in a B2B Fintech SaaS environment.
- Prior experience troubleshooting cloud-based platforms or enterprise applications, particularly ERPs or other accounting/finance tools.
- Familiarity with regex, JSON, or basic scripting for log analysis, data troubleshooting, and API debugging.
- Knowledge of authentication protocols (OAuth, SAML, SSO) and file transfer mechanisms (SFTP, REST APIs).
- Hands-on experience with AI-powered support tools, automation strategies, or chatbot-driven ticket deflection.
- Familiarity with session replay or log analysis tools for debugging customer issues.
- Experience mentoring or training other team members while collaborating on tickets, projects, or escalations.
- Degree in a relevant field such as Information Systems, Information Technology, Business, Finance, Accounting, Engineering, Communications, Technical Writing, or a related discipline.
- Multi-language support experience (e.g., bilingual English-Mandarin, English-German, etc.).
Work Arrangement
Hybrid — Sydney, Australia
Team
Based in Sydney, this role is a foundational part of the APAC go-to-market team.
Work Arrangement
Hybrid — Sydney, Australia
Other
- Visa sponsorship is not available at this time.
- Based in Sydney, this role is a foundational part of FloQast's APAC go-to-market team.
- This role is hybrid 3-4 days in our Sydney office in the CBD.
Visa sponsorship is not available at this time.
