Support Engineer

We've teamed up with our long-time friends at Active | Business Fitness to help find not one but two Support Engineers – both ready to join a remote-first team keeping thousands of accountants (and their clients) running smoothly.

This isn't your average "turn it off and on again" support gig.

It's about solving real problems for real users, troubleshooting smart, and owning outcomes. You'll work across their modern SaaS platform (Active) - and if you've ever dabbled in accounting tech, or worked on something that plugs into MYOB, Xero, or QuickBooks - you'll feel right at home.

So, what's the story?

Business Fitness has been a trusted name in the accounting world for years - and their flagship SaaS platform, Active, helps firms streamline everything from compliance and CRM to workpapers and workflows. They've got a loyal customer base, a strong product roadmap, and a clever little AI bot (Coach) taking care of all the low-hanging support fruit - so you can focus on the interesting stuff.

They're a fully remote team, with a preference for candidates in Adelaide, Brisbane, and Perth to help balance time zones.

The Gig:

• Frontline support across their suite of SaaS tools - mostly on "Active".
• Troubleshoot smart: think API issues, DB queries, sync errors - not just "try a different browser".
• Handle tickets, calls, and chats with empathy, urgency, and clarity.
• Collaborate with product and engineering to escalate bugs, test fixes, and shape better features.
• Own your queue. If it's your ticket, you see it through.
• Train and collaborate with "Coach" - their internal AI support bot — helping it get sharper with every solved ticket
• Spot patterns, raise flags, improve systems - be proactive, not reactive.

A bit about you:

• You've worked in SaaS support (ideally 2+ years).
• Comfortable with SQL, APIs, data syncing and logs - you like diving into the tech, not deflecting.
• Background in accounting or experience in the ecosystem (e.g. MYOB, Xero, BGL) is a big plus.
• Bonus points if you've worked with document management or enterprise platforms.
• You're accountable, organised, and calm under pressure - and you never leave a client hanging.
• Phone experience? You'll need to be confident with this. VC-ready? Also a big part of the gig.
• You communicate clearly and kindly - with users, teammates, and cross-functional squads.

Why you'll love this role:

• Solve real problems for real people (accountants will love you)
• Remote-first team that actually does remote well
• Smart stack, smarter automation - AI handles the repetitive stuff, so you don't have to
• Great onboarding (buddy system, AI co-pilot, internal knowledge base)
• Supportive team culture - ownership without micromanagement
• Genuine growth pathway - work for a business that promotes growth opportunities from within.

How success is measured:

• Fast, accurate resolutions (with solid SLAs).
• Empathy and clarity in every interaction.
• Initiative - owning your workload, improving what's around you.
• Uplifting the team - documenting learnings, supporting your peers, and being the kind of person people want to work with.

There's also some really cool perks:

• Growth Mindset Fund
• $300 annually to invest in your learning
• Wellness Day + Fund
• Extra leave + $200 each year to invest in your wellbeing
• Birthday Appreciation
• A gift card on your special day
• Study Leave
• 1 day/month for relevant study or certifications
• Fully Remote
• Work from anywhere in Australia (QLD/WA ideal)
• Flexibility
• They're a team that understands the need for flexibility in life for those big and little moments
• Quarterly team socials + annual offsite
• In-person time with real purpose (not awkward forced fun)
• Novated Leasing
• Convenience and savings if that's your thing
• Loyalty Leave
• 2 extra weeks after 7 years of service
• Autonomy and Ownership
• You'll be trusted to do your job well, with no micromanagement

The BF vibe

This is a grown-up team that gets things done. Support that's collaborative, not siloed. A culture that values empathy as much as uptime. And a mission to make work simpler and better for accountants - without burning out the people behind the screen.

Keen to join a SaaS business with real traction, smart systems, and a supportive, remote-friendly culture?

Let's chat