Support Engineer (Mid-Market Customer Success & Experience)

Make an Impact Supporting Business-Critical Software

Join a leading enterprise software provider and become a key part of the team helping customers get the most from their ERP, Payroll, and Workforce Management systems. If you enjoy solving complex technical challenges, working with a variety of stakeholders, and seeing the direct impact of your work on customer success, this could be your next career move.

About the Role

As a Mid-Market Customer Success and Experience/Support Engineer, you'll take ownership of complex customer issues across ERP, Payroll, and Workforce Management platforms. You'll work closely with customers, implementation teams, product managers, and engineers to investigate, troubleshoot, and resolve technical and application-related issues while delivering an exceptional support experience.

This is a highly collaborative role suited to someone who enjoys problem-solving, digging into technical details, and helping customers navigate business-critical systems.

What You'll Do

• Own support cases from initial triage through investigation, resolution, validation, and follow-up.

• Diagnose and resolve complex issues involving application configuration, workflows, security, integrations, data, environments, and system behavior.

• Analyze logs, system diagnostics, and data to identify root causes and determine effective solutions.

• Support ERP, payroll, workforce management, time and attendance, leave management, rostering, reporting, approvals, and employee data processes.

• Investigate data integrity issues and troubleshoot both API-driven and file-based integrations between business systems.

• Partner with Product, Engineering, Customer Success, and Professional Services teams to resolve defects and technical escalations.

• Communicate technical findings clearly to both technical and non-technical stakeholders, providing regular updates and managing expectations throughout the support lifecycle.

• Maintain accurate case documentation, knowledge articles, troubleshooting guides, and CRM records to improve future resolution efficiency.

What You'll Bring

Required

• Experience in Application Support, Technical Support, Product Support, or a similar role supporting complex software solutions.

• Experience supporting ERP, Payroll, Workforce Management, or other business-critical enterprise applications.

• Strong troubleshooting skills across software configuration, integrations, system behavior, and data analysis.

• Understanding of payroll and workforce management processes, including time and attendance, leave, scheduling, approvals, pay rules, and compliance-sensitive workflows.

• Working knowledge of databases, structured data analysis, and system integrations.

• Familiarity with APIs, file imports and exports, log analysis, error handling, and environment-level investigations.

• Strong communication, stakeholder management, and documentation skills.

• Relevant qualification in Information Technology, Business Systems, Accounting Systems, or equivalent practical experience.

• Ability to meet compliance and security requirements, including a favorable police check.

Nice to Have

• Experience supporting Australian or New Zealand payroll environments.

• Exposure to SQL, scripting, or technical diagnostic tools.

• Experience with ITSM, service desk, or ticketing platforms.

• Experience supporting SaaS, cloud, or hybrid enterprise applications.

• Knowledge of software development, release management, or change management practices.

• ITIL certification or equivalent service management experience.

What's In It For You

• Opportunity to support enterprise-grade ERP, Payroll, and Workforce Management solutions.

• Exposure to complex technical investigations involving integrations, data, and business-critical applications.

• Work closely with Product, Engineering, Customer Success, and implementation teams to influence customer outcomes.

• Collaborative team environment with strong knowledge-sharing and continuous learning opportunities.

• The chance to contribute ideas that improve products, support processes, and the overall customer experience.

• Competitive salary and benefits package, discussed during the recruitment process.

Ready to Apply?

If you're an experienced application support professional who enjoys solving complex problems and helping customers succeed, we'd love to hear from you.

Apply now and take the next step in your career!