Product Support Administrator - Remote

About Us

This is a contractor role.

Jomablue is a premium enterprise event technology company, trusted by some of the world's leading organisations to deliver complex, high-stakes events. 

With over 25 years in the events industry, that heritage shows in everything we build and every event we deliver. Named ‘Best Event Management Platform’ at the Event Technology Awards and certified as a ‘Great Place to Work’, the recognition reflects what we have always believed: that the people in our team matter as much as the experiences we create for our customers.

Our customers range from global tech giants to iconic Australian brands, and they come back to us because of two things: the quality of our technology and solutions, and the quality of the people behind it. 

We are a close, passionate team of genuine human beings who love what we do. The kind of team where people laugh hard, hold each other to a high standard, and actually want to come to work! 

If you want to do meaningful work, at a company that is growing and continues to prove itself . . . this is your chance.

The Role

The Product Support Administrator reports to the Technology Services Manager and sits within the Technology Services team. This role supports both external customer requests and internal requests from our Professional Services team, covering the configuration, build, and maintenance of key event components within the Jomablue platform.

You will build and update registration experiences, landing pages, and communication templates; Review, update and publish knowledge base content; and provide Tier 1 product support across tickets, email, and calls. Attention to detail, the ability to juggle competing priorities across live events, and a genuine comfort with AI tools as part of your everyday workflow are all central to this role.

You must be motivated and passionate about delivering quality. Within a small team, you understand that working closely with others and pitching in when necessary helps our team be stronger and reach our goals. This is a flexible position with the opportunity to mix office and home work environments.

What success looks like

At 3 months: Completing configuration tasks accurately and independently, responding to support requests within SLA, and maintaining knowledge base articles to ensure currency with product releases with minimal revision.

At 6 months: Supporting concurrent events and a steady ticket volume without supervision, using AI tools to improve output, and contributing at least one process improvement to the team.

At 12 months: Consistently strong SLA performance, low rework on configurations, a growing knowledge base contribution, and a reputation as a trusted resource for both the ProServ team and our customers.

When and Where

This is a full-time remote role based in the Philippines with the opportunity to travel domestically and internationally depending on the business needs. 

Your Duties 

Platform Configuration & Administration:

• Build and maintain event registration experiences, landing pages, community pages, and event microsites within the Jomablue platform including page layouts, content blocks, imagery, and branding elements, ensuring accuracy and consistency across all configurations.
• Create, update, and manage communication templates used across customer events, including email and notification content, ensuring formatting and content accuracy before deployment.
• Update and manage event imagery, headers, and visual assets across active events as required.
• Manually process attendee additions and updates within the platform, including adding internal staff as attendees to events, and ensuring attendee records are accurate and complete.
• Leverage AI tools to improve the speed, consistency, and quality of configuration and content work, and contribute to identifying new ways AI can improve team output.

Tier 1 Product Support:

• Serve as a Tier 1 product support contact for both external customers and internal teams, handling requests via ticket, email, and phone that relate to platform configuration, content updates, and the administrative tasks within this role.
• Respond to and resolve support requests within defined SLAs, maintaining a high standard of communication throughout.
• During peak event periods (typically April to June and September to November), operate on a split shift arrangement as required to provide coverage for EMEA-based Professional Services requests outside of standard hours.
• Escalate issues that fall outside Tier 1 scope to the appropriate team member promptly and with clear context.

Knowledge Base & Documentation:

• Update and publish knowledge base articles that clearly document platform features, processes, and how-to guidance for both internal and customer audiences.
• Maintain existing knowledge base content, reviewing and updating articles to reflect product changes and evolving best practices.
• Use AI tools to support and accelerate the drafting, structuring, and quality review of documentation.
• Write documentation in plain, accessible language that is easy to follow for non-technical readers.

Reporting:

• Capture and compile post-event reporting assets, including platform insights and analytics, and distribute these to relevant internal stakeholders in a timely manner.
• Contribute to Project Team and general business processes as required.

Skills and Experience

While we list some skills and experience items below, we are focused on finding the right person who wants to learn.

Essential:

• 2+ years of experience in a platform administration, digital operations, or technical coordinator role within a SaaS environment.
• Demonstrated experience configuring or maintaining web-based content, including page layouts, imagery, forms, and content blocks, using a CMS or similar platform.
• Strong attention to detail — comfortable working across multiple concurrent tasks where accuracy directly impacts the customer experience.
• Excellent written communication skills, with the ability to produce clear, concise documentation and correspondence for both technical and non-technical audiences.
• Demonstrated use of AI tools (such as ChatGPT, Claude, Copilot, or similar) as part of everyday work, including drafting, structuring, problem-solving, or improving output quality.
• Confident working with digital assets including images and branded visual content, with a good eye for layout and consistency.
• Experience working with ticketed task or support systems, managing and prioritising workload across multiple requests.
• Comfortable working with data at an administrative level — updating records, managing lists, and ensuring data accuracy.
• Ability to follow detailed processes precisely and flag inconsistencies or issues proactively.
• A collaborative working style with the ability to liaise effectively with internal teams and, when required, customers directly.
• Flexibility to work adjusted hours during peak event periods to support EMEA coverage.

Desirable:

• Experience working with event technology, registration platforms, or similar customer-facing digital products.
• Familiarity with HTML and CSS at a basic level for troubleshooting or minor content adjustments.
• Experience authoring or maintaining a knowledge base or help centre.
• Exposure to email template platforms or communication workflow tools.
• Experience with Wrike, Slack, Airtable, or similar project and collaboration tools.
• An interest in or background in events, marketing technology, or digital operations.

The Right Fit

We believe strongly in searching for people that are the right cultural fit for our team. Our competencies are:

• Communication Excellence - Effective communication ensures clarity, builds relationships and drives alignment across teams and stakeholders.
• Collaboration & Teamwork - Collaboration is about working cohesively towards shared goals, valuing diverse perspectives and fostering a sense of team spirit.
• Customer Focus - A customer focused mindset ensures that we anticipate and meet customer needs, creating positive experiences and driving loyalty.
• Problem Solving & Decision Making - Strong problem-solving involves analysing situations, identifying solutions and making sound decisions, often under pressure.
• Dynamic Adaptability - The ability to quickly adjust to changing circumstances, technologies and requirements while maintaining efficiency and effectiveness.
• AI Fluency - Leveraging AI tools effectively and ethically to enhance productivity, improve processes and drive smarter ways of working.