L1 Support Engineer (SaaS)

-An exciting opportunity with a well-funded, high-growth Australian B2B SaaS startup

-Work alongside experienced engineers and leadership with clear growth trajectories

-Competitive compensation in a remote-first, performance-driven work culture

Our client is a fast-growing, well-funded SaaS company that is transforming how construction activities are managed on-site. Their innovative cloud-based platform connects the workforce with the supply chain in real-time, enabling seamless coordination and control across complex, fast-moving environments.

The Job

As a Technical Product Support Engineer, your main focus will be on providing hands-on technical support, testing, troubleshooting, and managing support cases. You'll work closely with our software engineering team to solve customer issues and ensure a smooth, efficient product experience. Your job goes beyond just resolving tickets — you’ll play a key role in improving the product and support processes through feedback and collaboration.

Key Responsibilities

Provide technical support to customers by addressing and resolving product-related issues

Conduct testing and root cause analysis to identify bugs or system problems

Manage incoming support cases, ensuring timely and satisfactory resolution

Escalate and collaborate with software engineers on more complex technical issues

Document solutions, known issues, and best practices for both customers and internal teams

Monitor product performance and proactively identify or flag potential issues

Contribute to improving support tools and internal workflows

Offer customer insights and feedback to the product team to help shape future development

Assist with product documentation and internal training materials as needed

Ideal Candidate

You have a Bachelor’s degree in Computer Science, Engineering, or a related field, and at least 4 years of experience in technical product support, preferably in B2B SaaS.

You have hands-on experience supporting products in verticals like construction, logistics, or facility management (a plus), including L1 phone-based support.

You have strong technical skills across JavaScript, TypeScript, React, and are comfortable using SQL for troubleshooting and basic Python for scripting or automation.

You have excellent communication skills in English and at least 2 years of experience working directly with clients and internal teams to resolve issues.

You have collaborated cross-functionally with developers, QA, and product teams, and are familiar with product development cycles.

You take ownership, solve problems proactively, and thrive in a remote-first, fast-paced work environment.