Description: Accelo is seeking a knowledgeable, curious, and detail-oriented Tier II Technical Support Specialist to join our Customer Success team. In this role, you'll provide expert-level technical guidance, problem-solving, and support to our clients while collaborating closely with internal teams. This is a great opportunity for someone passionate about customer success and technical innovation to play a critical role in enhancing client experiences.
Key Responsibilities: Deliver exceptional technical support to customers and partners by resolving inquiries and issues.Serve as the go-to resource for advanced technical solutions and troubleshooting.Diagnose and resolve issues, particularly related to third-party integrations (e.g., email, accounting platforms, RMMs).Collaborate with developers to log, prioritize, and resolve bugs and enhancement requests in JIRA.Partner with the Customer Success team to provide direct support via tickets, email, phone, and chat.Offer technical insights to optimize client account configurations and usage.Lead improvements in processes by turning custom solutions into repeatable processes.Act as a subject matter expert for key integrations (e.g., QuickBooks, HubSpot, GSuite).Train internal teams and customers on new features, integrations, and best practices.Monitor and maintain vendor platform integrations by testing and managing accounts.Conduct product and integration testing before market release.Who You Are: Experienced in B2B SaaS Support: Has 2+ years experience in a technical support role, including but not limited to supporting APIs, Workato, Kibana, SQL, XML, and JSON.Problem Solver: Analytical, proactive, and resourceful with a track record of tackling complex technical challenges.Strong Communicator: Skilled at explaining technical concepts to non-technical audiences.Customer-Centric: Dedicated to providing exceptional client support with a passion for educating and empowering others.Adaptable and Collaborative: A team player with the ability to juggle multiple responsibilities while maintaining a sense of urgency and fun.Bonus Points For: Experience implementing or supporting SaaS products.Workato experience.Familiarity with API integration and vendor ecosystems.Background in service-based SMBs.A degree in a related field (e.g., Computer Science).Where You'll Be: This role requires you to reside in the Wollongong area, with the option to work from home two days a week. We are a global team with members in the US, Philippines, and Australia.
Working At Accelo: Opportunity to grow with a fast-scaling company.Collaborate with smart, motivated colleagues in a positive and supportive environment.Centrally located office with great access via public transport, and a vibrant, modern office with a large kitchen/dining area stocked with snacks, fresh fruit, drinks, and a coffee and tea bar.Performance Bonus PlanHybrid Work ModelLife Events ProgramEmployee Assistance ProgramPet-Friendly OfficeQuarterly Employee Recognition AwardsBreakout areas with table tennis, darts, and bean bags.We are committed to building a diverse workforce, as it helps us make better decisions, succeed more quickly, and better serve our global clients.
A couple things to note about the role and application process:
We are an equal opportunity employer and warmly welcome diversity on our team.You must have the right to work in Australia; sponsorship is not available for this role.About Accelo Founded in 2011 in Wollongong, Australia, Accelo is a SaaS company with over 90 employees across Australia, the Philippines, and the United States. Our mission is to help service businesses succeed, and we currently support thousands of clients globally.
We provide professional service businesses—such as digital agencies, engineers, and consultants—with a leading business automation tool that reduces time spent managing work, so they can focus on what they love. As work increasingly becomes remote, Accelo empowers teams to collaborate and master their workflows through a unified platform.
At Accelo, we believe in fostering creativity, celebrating individuality, and amplifying your voice to make our workplace special and our product exceptional. We are a hard-working, fun-loving group of professionals who build powerful software solutions through collaboration and connectedness.
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