Support Engineer

This role is for a January 2026 start. No recruiters.

CriticalArc offers innovative safety, security, and emergency management solutions through its flagship platform, SafeZone. Designed to provide Safety Everywhere, SafeZone ensures real-time coordination and effective responses to incidents of any scale, helping organisations protect their people wherever they may be. With features like operational insights and post-incident analysis, SafeZone enhances day-to-day operations and helps organizations improve future responses. The platform is scalable, user-friendly, and trusted by leading organizations to safeguard millions of people daily.

About the Role

This is a full-time hybrid role for a Support Engineer based in our Hurstville office, with optional two days from work-from-home. As a Support Engineer, you will play a key role in supporting customers across ANZ. You'll manage technical support requests, assist with integrations and configuration, and deliver accurate reporting and data insights.

This role is ideal for someone with strong analytical and technical support experience in SaaS environments who enjoys solving problems, improving processes, and contributing directly to customer success. Collaboration with internal teams and clients will be essential for success.

A clear career pathway exists toward multiple roles depending on your experience and aptitude.

Key Responsibilities:

Technical Support & Implementation

• Act as the primary owner of the customer helpdesk, managing support requests via Zendesk.
• Diagnose and resolve technical issues across the SafeZone platform, integrations, and configurations.
• Support customer onboarding, configuration, and testing for new implementations or expansions.
• Facilitate user training and assist the CS Delivery Team during project rollouts.
• Install and configure indoor positioning infrastructure at customer sites as required (up to 40% travel).
• Escalate product defects to Engineering, ensuring timely and accurate resolution.
• Maintain clear communication and accurate documentation for all support activities.

Integrations & Technical Liaison

• Support and troubleshoot integrations such as SSO, API, and SCIM.
• Collaborate with customers and internal teams to validate and optimise integrations.
• Assist with instance configuration updates and changes as required.

Reporting & Analytics

• Prepare monthly and quarterly reports with usage metrics, trends, and insights for the CS team.
• Ensure data quality and consistency across HubSpot, Wrike, JIRA, and related systems.
• Automate or streamline recurring reporting processes to improve efficiency.

Skills & Qualifications:

Technical

• 2+ years in technical support or customer service within a SaaS or enterprise software environment.
• Familiarity with SSO, API, or SCIM integrations.
• Proficiency with helpdesk or ticketing systems (e.g., Zendesk, JIRA).
• Intermediate skills in Microsoft Excel or equivalent reporting tools.
• Basic understanding of networking, authentication, and API functionality.

Professional

• Strong written and verbal communication skills with the ability to explain technical concepts clearly.
• Organised, detail-oriented, and capable of managing multiple concurrent tasks.
• Customer-first mindset with proactive problem-solving and ownership.
• Degree in IT, Computer Science, or related discipline (or equivalent experience).
• Familiarity with ITIL or structured support processes (desirable).
• Exposure to Azure Active Directory, Okta, or identity management systems (desirable).
• Experience with PowerShell scripting, Power BI, or Tableau (desirable).

Opportunities for Growth

• Pathway to Customer Success Manager or Technical Specialist roles.
• Involvement in customer-facing delivery and project management.
• Professional development through training, mentoring, and participation in implementation projects.

Workplace and Benefits:

Competitive salary. You will join a team of smart, passionate people who like to work hard and have fun together disrupting markets. CriticalArc provides equal employment opportunities (EEO) to all employees and applicants without regard to race, colour, religion, sex, national origin, age, disability, or genetics. We prohibit any form of workplace harassment related to race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, or disability.