Support Analyst – OrbxDirect

We are always looking for talent to join our team, either as independent developers or on-the-ground staff.

• The products you create will be enjoyed by people all over the world, and potentially shipped in the base simulators.
• You'll be working with some of the best developers in the industry.
• Expand your skills. We provide training for essential job-related skills, as well as other professional development opportunities.
• Get full access to the OrbxDirect product library worth over A$20,000.
• A friendly team who has frequent team dinners, BBQs and hangs out together.
• Company-sponsored trips to some aviation and flight simulation events, location dependent, such as FSExpo, FlightSimShow, or Avalon Airshow.

Support Analyst – OrbxDirect & Central

Remote. You must be available on Sydney/Melbourne Australia time.

About Orbx

Orbx is a global leader in flight simulation scenery and technology, delivering industry-leading digital environments for aviation enthusiasts, pilots, and training organisations. With a customer base that spans the world, our mission is to enhance realism and immersion in flight simulators through innovative products and seamless digital experiences. Our platforms – OrbxDirect (our digital storefront) and Orbx Central (our product management application) – serve as the foundation for how customers discover, purchase, and manage their products.

The Role

We are seeking a skilled and detail-oriented Support Analyst to join our OrbxDirect and Central team. This role combines customer and internal support responsibilities with business analysis to define and document requirements for the software development team. In addition, you will apply your technical knowledge to assist Marketing with campaigns, analytics, customer support escalations, and platform theming.

Key Responsibilities

• End User Support
• Together with the Customer Support team (in marketing), provide timely, professional support to OrbxDirect and Central customers, ensuring a seamless user experience.
• Troubleshoot and resolve technical issues, escalating when appropriate.
• Contribute to and maintain support documentation and customer knowledge base resources.
• Internal Support
• Assist internal teams (e.g., sales, marketing, operations) with platform-related issues.
• Act as a subject matter expert for OrbxDirect and Central, ensuring staff can perform their roles efficiently.
• Requirements Gathering & Analysis
• Translate customer feedback and support interactions into actionable business and technical requirements.
• Collaborate closely with the software development team to define, document, and prioritise feature requests and improvements.
• Participate in user acceptance testing (UAT) for new features and platform enhancements.
• Technical & Marketing Support
• Support marketing initiatives through web-based updates and platform customisation.
• Update front-end pages as required.
• Assist with OrbxDirect theme adjustments and campaign deployments.
• Apply knowledge of PHP/Laravel, HTML, CSS, and JavaScript to support internal projects and marketing activities.

Skills & Qualifications

• Experience in a support, analyst, or helpdesk role within a software, or e-commerce environment.
• Strong problem-solving and analytical skills, with the ability to diagnose technical issues.
• Excellent written and verbal communication skills, adaptable to both technical and non-technical stakeholders.
• Experience with PHP/Laravel development and a working knowledge of HTML, CSS, and JavaScript.
• Familiarity with customer support systems and the software development lifecycle.
• Highly skilled at WordPress and other CMSs.
• High attention to detail is a mandatory requirement
• Highly organised and proactive in approach.
• Flight simulation and gaming experience will be prioritised

Why Join Orbx?

• Become part of a global leader at the forefront of flight simulation innovation.
• Potential of career progression in the broader technology and/or marketing teams
• Work in a collaborative environment where your expertise bridges customers, internal teams, and developers.
• Use both your analytical and technical skills to shape customer experience and marketing impact.
• Grow your career in a dynamic and innovative technology company.

How to Apply: Please submit your resume, along with a cover letter explaining why you are the perfect fit for this role at Orbx, to jobs-