Support Lead

Support Lead

Chatswood, Sydney (Hybrid) | Full-time | Tech Scale-up | Microsoft Environment

Join 12d Synergy – where engineering meets innovation.

12d Synergy builds data and document management solutions used by thousands of architects, engineers, and construction professionals across Australia and beyond. Our software helps the AEC industry work smarter, making collaboration seamless, secure, and efficient.

Born in the wake of the Christchurch earthquakes, 12d Synergy started with a simple mission: help engineering teams work smarter. Today, we support thousands of users across Australia, New Zealand, and beyond, from small local firms to major infrastructure projects.

We're proud to empower the people who design and build the world around us.

We're profitable, self-funded, and growing with an expanding international footprint and a passionate team that genuinely loves solving complex problems.

The Opportunity

We're looking for a
hands-on Support Lead
to guide and elevate our global product support function.

As 12d Synergy continues to scale internationally, we've split our Support team into IT and Application Support and now need an experienced Lead to bring structure, clarity, and mentorship to the Application Support group.

You'll be the bridge between technical problem-solving and people leadership, helping a talented distributed team reach their full potential.

What You'll Be Doing

In your first 6–12 months, your focus will be on:

• Get close to the work - manage the ticketing queue, learn the product, and help the remote team to stay on top of their workload. You'll roll up your sleeves and lead by example whilst focusing on process and performance improvements
• Be the technical go-to for tricky application issues. Coach and mentor the team so they can confidently solve problems, document learnings, and know when (and how) to escalate
• Formalise the way we do things, from documentation and knowledge sharing to escalation paths and KPIs. Build visibility and structure into how the team operates, measures success, and grows.

What Success Looks Like

• The team is confident, empowered, and clear on processes
• Escalations are well-documented and resolved faster
• KPIs and performance metrics are introduced and tracked
• Knowledge is shared, not siloed
• Customers feel heard and supported, even when the problems are complex

Who You'll Work With

You'll lead a distributed Application Support team currently based across:

• Queensland
• Taiwan
• The Philippines (with plans to expand for 24/5 support coverage)

Tech Environment

We're a
Microsoft shop
, supporting both on-premise and Azure cloud customers. You don't need to be an engineer, but you'll need to be technically curious and comfortable with:

• Windows environments
• Basic SQL (reading/writing simple queries)
• Understanding how networks, OS, and infrastructure tie together
• Cloud familiarity (especially Azure)
• We use
  FreshDesk
  for ticketing and
  Confluence
  for documentation.

What We're Looking For

Must-haves:

• Proven experience leading or mentoring a technical or application support team
• Experience managing distributed teams (remote or international)
• Strong communication skills - able to talk to engineers, surveyors, and non-technical users alike
• A process-driven mindset - able to bring structure and consistency to growing teams
• A hands-on attitude - happy to jump into tickets when needed

Nice-to-haves:

• Experience in the AEC, software, or SaaS environment
• Cloud (Azure) exposure
• SQL querying skills
• Broader IT knowledge (Windows, networks, infrastructure)

Why Join 12d Synergy?

• Impact:
  You'll shape how a growing global support team operates and scales.
• Culture:
  Friendly, collaborative, and ego-free. We work hard, learn fast, and support each other.
• Growth:
  The business is scaling internationally, and you'll have a front-row seat in building a 24/5 support model.
• Stability:
  Founded in 2011, 12d Synergy is profitable, self-funded, and built to last.