Verified Job
Work from home
Support Engineer
Work from home
#41691
Remote / WFH
SAAS Integrator
Job Description
SAAS Integrator
Registered Office: Level 3 / 97 Boundary Street, West End, QLD, 4101 www.saasintegrator.com T: 1300 182 979 E: info@saasintegrator.com.au
Job Description: Support Engineer
Location: Remote within Australia (Sunshine Coast, QLD an advantage) Hours: Australian business hours Team: Support
About SAAS Integrator
SAAS Integrator is a leading no-code iPaaS platform connecting eCommerce, ERP, POS, CRM, and marketing systems across more than 50 platforms. We do not see ourselves as just another integration tool. We look at every connection through a revenue lens: how it helps our clients generate more leads, drive more sales, and deliver better customer experiences.
What We Value
Platform-agnostic by design. We architect the solution that drives the best business outcome for the client, not the one we are locked into selling - which resonates with retailers who have been burned by vendor lock-in.
Outcomes over features. We judge every integration by the commercial result it delivers, not the technical box it ticks.
AI-first. We expect everyone to keep finding new ways to apply AI in their work.
Continuous improvement. We are never satisfied leaving a process the way we found it if it can be made better.
Position Summary
As our Support Engineer, you sit at the intersection of technical support, client onboarding, and continuous process improvement. You keep our clients' integrations running smoothly, guide new clients through a seamless onboarding, and turn the patterns you see in day-to-day support into lasting improvements to our service, processes, and documentation.
This is a hands-on, dynamic role. You will resolve issues directly, and you will be the voice of the customer to our development team - surfacing recurring issues and recommending the fixes and enhancements that will have the greatest impact on client outcomes. You will work Australian business hours and partner closely with our development, QA, and sales teams.
AI is already embedded in how we work and how we build for our clients. We are looking for someone who embraces that with genuine passion - constantly learning how AI can help the business grow, leveraging it in their own day-to-day, and using it to drive smarter, faster process improvements. If you see AI as an opportunity to do better work, you will fit right in.
Key Responsibilities
Support & Troubleshooting
Serve as the first point of contact for technical support across our client base, diagnosing and resolving integration, data sync, and configuration issues.
Triage and manage support tickets through to timely, robust resolution, escalating to development where needed with clear reproduction steps.
Investigate data flow issues across connected platforms - eCommerce, POS, ERP, accounting, and inventory systems - and identify the root cause, not just the symptom.
Onboarding & Implementation
Guide new clients through onboarding and implementation, delivering a smooth, well-documented experience from kickoff to go-live.
Build, refine, and maintain onboarding processes, handover documentation, and welcome materials.
Coordinate with clients and internal teams to configure integrations to each client's specific business needs.
Process Improvement & Documentation
Analyse trends in support requests to identify systemic issues and propose long-term fixes that reduce recurring tickets.
Create self-service resources - guides, FAQs, and knowledge-base articles - that help clients help themselves and reduce reliance on direct support.
Continuously improve internal processes, tooling, and documentation so the team scales without scaling headcount.
Cross-Team Collaboration & Feedback
Surface recurring issues and recommend which customer-driven fixes and enhancements the development team should prioritise, based on client impact.
Translate customer needs into clear, actionable requirements and reproduction steps for the development and QA teams.
Work to our agile/scrum cadence, acting as the bridge between customer needs and technical feasibility.
Support a smooth handover from sales to onboarding, helping set realistic expectations for new clients.
Registered Office: Level 3 / 97 Boundary Street, West End, QLD, 4101 www.saasintegrator.com T: 1300 182 979 E: info@saasintegrator.com.au
Job Description: Support Engineer
Location: Remote within Australia (Sunshine Coast, QLD an advantage) Hours: Australian business hours Team: Support
About SAAS Integrator
SAAS Integrator is a leading no-code iPaaS platform connecting eCommerce, ERP, POS, CRM, and marketing systems across more than 50 platforms. We do not see ourselves as just another integration tool. We look at every connection through a revenue lens: how it helps our clients generate more leads, drive more sales, and deliver better customer experiences.
What We Value
Platform-agnostic by design. We architect the solution that drives the best business outcome for the client, not the one we are locked into selling - which resonates with retailers who have been burned by vendor lock-in.
Outcomes over features. We judge every integration by the commercial result it delivers, not the technical box it ticks.
AI-first. We expect everyone to keep finding new ways to apply AI in their work.
Continuous improvement. We are never satisfied leaving a process the way we found it if it can be made better.
Position Summary
As our Support Engineer, you sit at the intersection of technical support, client onboarding, and continuous process improvement. You keep our clients' integrations running smoothly, guide new clients through a seamless onboarding, and turn the patterns you see in day-to-day support into lasting improvements to our service, processes, and documentation.
This is a hands-on, dynamic role. You will resolve issues directly, and you will be the voice of the customer to our development team - surfacing recurring issues and recommending the fixes and enhancements that will have the greatest impact on client outcomes. You will work Australian business hours and partner closely with our development, QA, and sales teams.
AI is already embedded in how we work and how we build for our clients. We are looking for someone who embraces that with genuine passion - constantly learning how AI can help the business grow, leveraging it in their own day-to-day, and using it to drive smarter, faster process improvements. If you see AI as an opportunity to do better work, you will fit right in.
Key Responsibilities
Support & Troubleshooting
Serve as the first point of contact for technical support across our client base, diagnosing and resolving integration, data sync, and configuration issues.
Triage and manage support tickets through to timely, robust resolution, escalating to development where needed with clear reproduction steps.
Investigate data flow issues across connected platforms - eCommerce, POS, ERP, accounting, and inventory systems - and identify the root cause, not just the symptom.
Onboarding & Implementation
Guide new clients through onboarding and implementation, delivering a smooth, well-documented experience from kickoff to go-live.
Build, refine, and maintain onboarding processes, handover documentation, and welcome materials.
Coordinate with clients and internal teams to configure integrations to each client's specific business needs.
Process Improvement & Documentation
Analyse trends in support requests to identify systemic issues and propose long-term fixes that reduce recurring tickets.
Create self-service resources - guides, FAQs, and knowledge-base articles - that help clients help themselves and reduce reliance on direct support.
Continuously improve internal processes, tooling, and documentation so the team scales without scaling headcount.
Cross-Team Collaboration & Feedback
Surface recurring issues and recommend which customer-driven fixes and enhancements the development team should prioritise, based on client impact.
Translate customer needs into clear, actionable requirements and reproduction steps for the development and QA teams.
Work to our agile/scrum cadence, acting as the bridge between customer needs and technical feasibility.
Support a smooth handover from sales to onboarding, helping set realistic expectations for new clients.
