Customer Support Engineer

First, Let's Introduce Ourselves

Flexischools is Australia's #1 school ordering app, helping around 2,000 schools streamline canteen orders, uniform shops, events, and payments. We enable cashless convenience for parents and more efficient operations for schools.

We are a profit-for-purpose business, using technology and customer support to improve school communities.

We're passionate about building a diverse and inclusive tech team.

We proudly support women in tech groups, including Tech Career Paths 4 Girls, and are committed to creating a workplace where everyone feels supported and empowered to grow.

Our Values

At Flexischools, our values guide everything we do, from how we support our customers to how we collaborate as a team. They reflect who we are and how we show up every day.

People at the Heart

We are guided by what matters most to our customers, teammates, and communities.

Innovate for Impact

We use curiosity and data to deliver innovations that make a lasting impact.

Own it. Fix it. Learn it.

We take responsibility, act fast, and learn from every experience.

Further, Together

We work as one, collaborating with trust and purpose to achieve more together.

Flexi Vibe
(not a value, but the magic that underpins them all)

Flexi Vibe captures the energy and spirit of being part of Flexischools. It's how we show up for each other and our customers, human, thoughtful, respectful, and full of celebration for others.

The Role

We're looking for a Customer Support Engineer to join our team and take ownership of our platform support function. In this role, you'll be a key connector across technology, customer service, finance, and product; working to ensure our platform runs smoothly for schools, parents, and internal users.

You'll be the primary point of contact for resolving technical issues, identifying opportunities for improvement, and helping deliver a seamless experience to our community. Success in this role requires curiosity, adaptability, and a strong ability to understand and advocate for the needs of our users.

What You'll Be Doing

• Resolve application issues:
  Troubleshoot, diagnose, and resolve incidents across our platform, working closely with tech, customer service, and finance teams.
• Advocate for the customer:
  Champion customer needs by identifying recurring issues and pushing for tech improvements that enhance their experience.
• Cross-functional collaboration:
  Act as a bridge between technical and non-technical teams, translating business needs into technical solutions and vice versa.
• Continuous improvement:
  Identify recurring issues and opportunities for process or product enhancements and help implement solutions.
• User support:
  Provide timely, empathetic support to internal and external users, escalating complex issues as needed.
• Documentation:
  Maintain clear, up-to-date documentation for troubleshooting, processes, and solutions.
• Change management:
  Support application upgrades, patches, and configuration changes, ensuring minimal disruption.
• Reporting:
  Track and report on incidents, trends, and user feedback to inform improvements.
• Training:
  Deliver user training and knowledge sharing sessions as needed.

Our Tech Stack

• AWS (familiarity with EC2, ECS, RDS)
• Atlassian tools (Jira, Confluence)
• Monitoring & incident management (New Relic, PagerDuty)
• Databases & reporting: SQL (must have), MS SQL, Postgres, SSRS
• Programming & scripting: Familiarity with one programming/scripting language is desirable but not essential (TypeScript, Bash/PowerShell)
• Collaboration tools (Slack, Teams)

What You'll Bring

• 2+ years' experience in application or technical support, ideally in a SaaS or customer-impact environment
• Strong troubleshooting and problem-solving skills
• Excellent communication and stakeholder management abilities
• Experience managing support queues and prioritising tickets
• A customer-first mindset with a sense of urgency for resolving issues
• Familiarity with cloud platforms and SaaS tools
• Initiative, accountability, and a proactive approach
• A collaborative spirit and eagerness to learn