Tech Support
2 weeks ago
About Smokeball
With offices in Australia, the US, and the UK, Smokeball is the leading provider of legal practice management software, helping small and mid-sized legal practices run their best firm and live their best life. We're passionate about what we do, and our clients know it
Not to brag, but we've just been awarded the best place to work in Australia by Wrk+, and once again, we have been certified as a "Great Place to Work". Culture plays a big part in our success, and our clear purpose and vision motivate us daily.
About the Job:
We're on the hunt for a Tech Support & Escalations Manager who loves problem-solving, thrives in fast-paced environments, and gets a buzz out of helping others. You'll be the go-to person for escalations and incidents, keeping tickets flowing smoothly while coaching and supporting the team. Working closely with our Product and Development teams, you'll champion the client voice, refine processes, and bring fresh energy to how we work. If you're a strong communicator, a natural collaborator, and passionate about supporting teams, improving workflows, and delivering outstanding client outcomes, we'd love to have you on board
What You'll be Doing
Provide coaching and mentoring to the Client Experience and Support team, fostering engagement, knowledge sharing, and professional growth.
Act as the central point for escalations, incident management, ensuring sufficient information is provided, and distributing them to the right stakeholders including clients, partners and internal teams.
Oversee the day-to-day ticket flow, manage backlogs, monitor team capacity, and ensure team is meeting and exceeding their KPI's consistently.
Own internal comms, document and improve processes, and collaborate cross-functionally to troubleshoot and advocate for clients.
Your Experience
4+ years' team lead experience in a customer support or helpdesk environment, supporting SaaS solutions.
Experience in L3 support or escalation management, with the ability to perform under pressure.
Strong technical troubleshooting and triage skills, with the ability to review, prioritise, and manage multiple incoming escalations.
Excellent written and verbal communication skills
Solid organisational skills with a proven ability to prioritise effectively in a fast-paced environment.
What's in it for you?
Competitive Salary
Wellbeing allowance
Be part of a forward-thinking company that is transforming the legal industry.
Generous PTO
Paid Parental Leave
Office lunches and loads of snacks
And of SWAG
*Smokeball is an equal opportunity employer and is committed to providing an open, welcoming environment for everyone. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.
Don't meet all the criteria? No worries If our values resonate with your personal values and you think you have what it takes, we'd love to hear from you
Please note: This role is only open to Australian residents. Unfortunately, we are not able to offer sponsorship currently.
-
It/tech Support Engineer
4 weeks ago
Sydney, New South Wales, Australia Canva Full timeJob DescriptionJoin the team redefining how the world experiences design.Hey, hello, hiya, g'day, mabuhay, kia ora, 你好, hallo, vítejteThanks for stopping by.We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.Where And How You Can WorkOur flagship campus is in...
-
Sales Support
1 week ago
Sydney, New South Wales, Australia Tech Success Full time $60,000 - $80,000 per yearAbout Tech SuccessTech Success is a fast-growing Managed IT Services Provider based in Potts Point. We deliver tailored IT solutions, cloud services, and proactive support to businesses across Australia. Our mission is to simplify technology so our clients can focus on what they do best.We're looking for a Sales Administrator to join our team. This is a...
-
IT Support Engineer
2 weeks ago
Sydney, New South Wales, Australia Accent Support Office Full time $90,000 - $120,000 per yearAre you a tech-savvy problem solver with a passion for delivering outstanding support? Do you thrive in a dynamic, fast-paced environmewhere no two days are the same? Accent Group is looking for an IT Support Engineer to be the go-to expert for our Sydney Support Office team members.About UsAccent Group is Australia and New Zealand's leading footwear and...
-
Senior Product Data Analyst
1 week ago
Sydney, New South Wales, Australia Tech Mahindra Full time $100,000 - $140,000 per yearAbout Us:At Tech Mahindra(Tech Mahindra | Connected World, Connected Experiences), we live the philosophy of connected world and connected experiences. We thrive on change that is powered by the intelligent symphony of technology and humans designing meaningful and sustainable experiences. Consumer 'experiences' are driving and disrupting industries like...
-
Tech Lead
2 weeks ago
Sydney, New South Wales, Australia humm group Full time $150,000 - $200,000 per yearWe Dream. We Design. We Deliver.Joinhummgroup, one of Australasia's most successful and enduring non-bank financial services institutions. We specialise in fast, easy finance with a market-leading range of business asset finance, credit cards and point of sale payment plan solutions designed around the core needs of today's businesses and retail consumers....
-
Heavy Vehicle Technician
2 weeks ago
Sydney, New South Wales, Australia TRUCK TECH Full time $104,000 - $130,878 per yearAbout the RoleTRUCK TECH is seeking an experienced Heavy Vehicle Technician to join our Chipping Norton team. In this role, you'll work on a wide range of trucks and heavy vehicles, performing diagnostics, servicing, and repairs to keep our customers on the road. This is a hands-on workshop role where your expertise will directly contribute to our reputation...
-
Tech Lead
5 days ago
Sydney, New South Wales, Australia CareCone Group Full time $120,000 - $150,000 per yearRole : Tech Lead - DLPPermanent PositionLocation : Sydney AustraliaJob Description :Experience in Microsoft Purview DLP, IRM, Information Protection and Data GovernanceUnderstanding of the retention policy frameworks, data classificationUnderstanding of practical challenges in DLP program roll out, user support, BU engagement etc.Experience of overall M365...
-
BigQuery Senior Data Architect
2 weeks ago
Sydney, New South Wales, Australia Tech Mahindra Full time $120,000 - $200,000 per yearAbout Us:At Tech Mahindra(Tech Mahindra | Connected World, Connected Experiences), we live the philosophy of connected world and connected experiences. We thrive on change that is powered by the intelligent symphony of technology and humans designing meaningful and sustainable experiences. Consumer 'experiences' are driving and disrupting industries like...
-
Credit Controller
4 weeks ago
Sydney, New South Wales, Australia Tetra Tech Full timeOverviewCredit Controller - Sydney, NSW at Tetra TechAbout The RoleTetra Tech is a premier worldwide consulting and engineering firm that leads with science to create positive, impactful change as we address the world's most complex challenges. The Credit Controller will be primarily responsible for managing debtor collections in accordance with the agreed...
-
Credit Controller
4 weeks ago
Sydney, New South Wales, Australia Tetra Tech Full timeOverviewCredit Controller - Sydney, NSW at Tetra TechAbout The RoleTetra Tech is a premier worldwide consulting and engineering firm that leads with science to create positive, impactful change as we address the world's most complex challenges. The Credit Controller will be primarily responsible for managing debtor collections in accordance with the agreed...
