SUPPORT SPECIALIST (L1)
Location: Sydney or Melbourne (Hybrid)
* Only candidates located and authorized to work in these cities will be contacted if selected*
About Us
Broadsign is a growing software company with a mission to make buying, selling, and delivering out-of-home media easier than ever. Our software is operated by some of the most successful out-of-home businesses and powers impactful, compelling campaigns seen across the world.
Come join us as a Support Specialist in Australia (Sydney or Melbourne)
About the Role
As a Support Specialist on our Services team, your primary focus will be providing essential technical assistance to our customers in the region. Your passion for delivering outstanding customer service will drive you to find workarounds for any issues or bugs, directly contributing to customer retention and the continued growth of our global footprint. You will act as a key technical liaison, ensuring that our clients can seamlessly operate our platforms to power their out-of-home campaigns.
What to Expect
- Customer Guidance: Deliver exceptional technical support to customers by answering product-related questions, diagnosing issues, and providing clear, timely, and actionable solutions.
- Technical Troubleshooting: Satisfy your curiosity and determination by investigating and reproducing customer-reported issues across different environments, operating systems (Linux and Windows), and Broadsign product versions to identify root causes and validate resolutions.
- Issue Resolution: Take ownership of customer cases from initial investigation through to resolution, ensuring accurate documentation, proactive communication, and timely escalation where required.
- Enjoy challenging yourself and learning about new technology in a dynamic work environment where your ideas are heard, and your contributions are actively recognized.
What you need to perform in this job
- Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly to both technical and non-technical audiences while delivering a high standard of customer service.
- 2+ years of experience in Application Support, Technical Support, or Production Support, supporting external clients, is essential
- Experience supporting enterprise or SaaS applications
- Experience with Databases and SQL (writing SELECTs, JOINs, filtering data, understanding schemas)
- Experience working with Windows and Linux operating systems.
- A solid understanding of computers, networking, and display technologies.
- Strong organizational and problem-solving skills; you can manage multiple tasks and perform well under pressure.
- A degree in computer science (or a related field).
- Reading and interpreting application logs
- Understanding of REST APIs with experience with Postman or similar API testing tools
- Experience using ticketing systems (Jira, Zendesk, Salesforce, ServiceNow, Freshdesk, etc.)
- Experience with networking fundamentals: HTTP/HTTPS, DNS, SSL Certificates, Firewalls, VPNs
- If you have some experience with debugging tools, programming skills (ability to read code), or scripting languages (Batch, shell ), it is a strong plus
- A degree in computer science (or a related field).
What we bring to the table
- Wellness: $500 annual Wellness fund for mental/physical health and office-related expenses.
- Unlimited online mental health support through BetterHelp for you and your family.
- Time Off: Vacation package + 5 floater days, along with three paid training days and two paid volunteer days.
- Work Flexibility: Remote work options.
- Family Support: Parental leave salary supplement.
- Growth Opportunities: Training & development opportunities with a yearly budget to support professional growth.
At Broadsign, we value the varied social identities that make up our community. We recognize talent comes in different forms and encourage applications that reflect different backgrounds and experiences. Our promise is to be an inclusive employer and partner, open to learning, with thoughtful strategies and practices that amplify the different voices of our industry.
