Technical Customer Success Specialist

Job Title: Technical Customer Success Specialist
Contract Type: Permanent
Location: Sydney
Reference: 3273708
Contact Name: Becky Brown
Contact Email:
Job Published: June 08, 2021 16:33

Job Description

What Will I Be Doing Day to Day?

In this Technical Customer Success Role, you will be responding with your technical knowledge to user tickets that have been escalated from the customer success team for your customers (i.e a wide range of e-commerce businesses)!

This will involve communicating with customers to delve in to issues and providing solutions identified from your excellent listening & communication skills combined with your advanced technical skills, as well as escalating any appropriate issues to the developer team, being able to communicate effectively.

Your role will include:
- Extensive troubleshooting, handling user issues/problems & complaints
- Communicating effectively with other departments such as engineering & developer team to resolve customer issues efficiently 
- Being able to triage support queues, prioritising issues and keeping the account management & customer success team informed
-Providing training & ongoing coaching and advise on best practice & process

What Experience & Attitude Do I Need To Bring?

- You are a senior B2B customer success/user support specialist with very good technical knowledge, including escalating issues to developers and being able to 'translate' issues so they are smoothly resolved!

- You have worked in the tech industry and have an interest and passion in the exciting tech world!

- You are excellent at managing timelines and identifying emerging issues.

- You are a superior problem solver & are a creative thinker!

- You have a solid understanding of the technical back end - API's, HTML and SQL are very comfortable words for you!

- You love talking to people - you are a natural communicator and have a knack for understanding what customers need.

- You like working in a high performing start up environment! You might even have your own online business!

- You bring a curious attitude and need to understand why!

Sounds Interesting...Tell Me More About The Business & Team!

This exciting global e-commerce tech start up is based in the US, with a presence in the UK and Australia. With impressive growth already experienced overseas, they are experiencing a huge growth in Australia and are well known name in the e-commerce space, partnering with the likes of Aus Post, Shopify & Amazon.

Their high performing team has won an array of awards including Top 20 most innovative tech companies by the Innovation Exchange and a Rising Startup by Techweek 100!

As part of the Customer Success Team, and part of the wider team of 13 in Sydney, you will be a part of a friendly, switched on & high energy bunch of people!

What Else is in it For Me?
  • Innovative start up culture
  • Unlimited healthy snacks and drinks
  • Volunteer Fridays
  • Weekly beer Fridays!
  • Australia-wide and global (when we can!) travel opportunities 
  • Modern office environment - stand up desks
  • Working from home and flex holiday leave
  • World class ongoing training opportunities and career development!
  • High performing, honest & fun team environment
If this sounds like the type of role for you, please apply now or email

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