The Role, Technical Solutions Consultant I (APAC)
SiteDocs is a leading provider of digital safety management software, trusted by thousands of teams to modernise and simplify workplace health and safety across construction, engineering, infrastructure, logistics, and beyond. We’re the highest-rated EHS platform on Gartner-owned Capterra, empowering field teams and safety leaders to replace paperwork, boost compliance, and drive real-time visibility where it matters most.
SiteDocs is part of the Nemetschek Group — a publicly traded European software company with a multi-billion-euro market capitalisation. The group brings together more than 15 specialised brands, including GoCanvas, Bluebeam, FirmusAI, Nevaris, AllPlan, VectorWorks, and SpaceWell, serving customers across the full AECO (Architecture, Engineering, Construction & Operations) spectrum. Together, we’re shaping a smarter, safer, and more sustainable built world.
Overview:
The Technical Solutions Consultant (TSC1) is responsible for implementing and optimizing SiteDocs solutions to ensure customers and partners achieve maximum value from their investment. This role provides advanced technical consultation, implementation, and support for SiteDocs products and add-ons—including Analytics, Workflow Studio, and API integrations—that require specialized professional services beyond standard training.
In this role, the Technical Solutions Consultant works closely with team members to deliver various projects and ensure successful outcomes. Depending on their area of specialization, as determined by the Lead Technical Solutions Consultant (APAC), the TSC1 may focus on building, maintaining, and troubleshooting dashboards or workflows to meet client needs.
Customer success is measured by the continued renewal and expansion of SiteDocs products. Increased usage, realized value, and operational dependence on SiteDocs solutions all contribute to this success. The Technical Solutions Consultant plays a key role in driving these outcomes, directly supporting customer satisfaction, retention, and revenue growth objectives.
Your Most Important Initiatives:
Customer Happiness
- Proactively works with customers to contribute to successful advanced-product(s) adoption by following provided processes and procedures and actively listening to customers’ unique needs and responding accordingly.
- Works with customers who are not engaged with Analytics to help them receive maximum value in the product, thereby contributing to our Analytics and Workflow Studio retention goals.
- Responds to and manages Zendesk support tickets and emails for customers.
- Responds to and manages phone calls that come through their personal line or support line.
- Train customers and partners on advanced SiteDocs features and products (including but not limited to Analytics, Workflow Studio, and API) and how they can achieve ongoing success.
- Hosting webinars related to both Analytics and Workflow Studio Integrations as required
- Works closely with the Lead Technical Solutions Consultant (APAC) by assisting and/or completing complex Dashboard or Workflow Studio builds as necessary.
- Completes delegated requests from the Lead Technical Solutions Consultant (APAC) and other team members (company-wide) to build Dashboards in Analytics or Scenarios in Workflow Studio as necessary.
- Provides Professional Services to customers and partners when requested (e.g. Building Dashboards in Analytics or Scenarios in Workflow Studio)
- Addresses escalations coming from customer or partner issues and finds solutions for issues.
- Collects product feedback from customers and documents in Trello.
- Tracks activities and conversations with precision and efficiency in Salesforce.
- Responds to general support tickets when there is capacity or help needed.
- Provides assistance and support to other members of the Customer Success Team.
- Provides timely and successful delivery of solutions according to customer needs.
Development
- Provides assistance to the Development Team on various projects and acts as a liaison between Teams while representing the customer perspective.
- Tests the product or specific features and functionality, when requested.
- Revenue Generation, Renewals, and Sales Enablement
- Ensures customers have a good experience to increase the potential of renewal.
- Looks for customers who could benefit from Analytics or Workflow Studio and creates POCs for the Account Manager or Sales Executive team to present (attends meetings when requested).
- Assists in creating POCs as required.
- Looks for opportunities in the customer base to actively create Dashboards in customer accounts to demonstrate value to customers and increase engagement.
General
- Provides suggestions on potential ways to improve processes, procedures, checklists, and other documentation.
- Executes on special projects given by Customer Success Team leadership.
- Contributes to a culture of team building and continuous improvement.
- Attend regular meetings and other meetings as requested.
What You Bring:
- Strong understanding of data analysis and information systems, including experience in developing reporting dashboards and designing data visualization widgets.
- Experience with low-code automation environments such as Make.com.
- Familiarity with API and webhook integrations between SaaS systems.
- Demonstrated ability to communicate (verbal, written, and listening), teach, and present concepts with excellence.
- Experience using iPads, tablets, smartphones, and device applications is a plus.
- Proficiency in using (or the ability to quickly learn) software programs.
- Proven customer support experience (or other relevant experience).
- An aptitude for problem-solving.
Our success is rooted in a wonderfully wholesome culture, best defined by our four overarching values:
- Authentic Relationships - People are never a means to an end.
- Continuous Learning - Test every assumption and never stay stagnant.
- Interdependence - We build systems that require everyone to perform with excellence, we are a team, and we succeed or fail together.
- Data Driven Decisions - Because wisdom requires understanding the facts of the matter, disputes between competing perspectives are resolved with data.
If you have any questions about your personal data privacy at SiteDocs. Please visit our privacy page.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be!
If you need special assistance or accommodation while seeking employment with us, please email [email protected] or call: (703) 547-8588. We are interested in every qualified candidate who is eligible to work Australia. However, we are not able to sponsor visas. The expected compensation range for this position is about $68k-80k AUD. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location.
This role is a #LI-Remote opportunity.
