Technical Support Lead

2 days ago

Sydney, New South Wales, Australia Fiskil Full time $100,000 - $150,000 per year

The basics

  • Your title will be
    Technical Support Lead
  • CEO Jake is the hiring manager
  • We work 4 days/week in our Sydney office
  • Salary:
    $100,000 - $150,000 AUD + equity + benefits

What are we building at Fiskil?

Fiskil is building the infrastructure of the Open Data economy.

We're not looking for a traditional support desk, we're building the backbone of customer trust in user-permissioned data sharing. Our customers rely on us for more than answers and bug resolutions: they need technical guidance, smooth onboarding, and the confidence that issues will be resolved quickly and permanently.

That trust is core to how we operate and support is where it gets tested every day.

How has it been going?

Fiskil is scaling quickly and up to now, support has been handled by engineers and founders. That's worked, but it doesn't scale. We're ready for someone to
own this function
, bring the technical expertise it deserves, and build the foundation for a world-class customer experience.

This means shaping the workflows, tooling, and practices that will serve our customers now and scale with them as we grow.

What do we value?

  • Ownership
    : you'll be trusted to create and run the support function.
  • Technical depth
    : scripting, troubleshooting, APIs, and familiarity with Google Cloud are must-haves.
  • Partnership
    : you'll work directly with engineering and sales to influence product and customer experience.
  • Speed and reliability
    : customers should never wait or wonder, issues need to be resolved quickly and permanently.

What will I do?

In short, own support at Fiskil. That means:

  • Manage and resolve customer requests directly.
  • Guide customers through the technical implementation of our products.
  • Work with third parties to fix integration issues.
  • Design, document, and optimise workflows for handling requests.
  • Share recurring issues and adoption signals with internal teams.
  • Partner with engineering to shape internal tooling and reduce reliance on escalation.
  • Improve onboarding and long-term adoption.

What does our ideal hire look like?

  • You've built or scaled a support function before.
  • Hands-on with Jira & Jira Service Desk (or similar).
  • Comfortable scripting, troubleshooting, and working with Google Cloud.
  • Strong communicator who can document processes and translate technical concepts clearly.
  • Bonus: experience guiding customers through technical implementations.

The application process

  1. Submit your CV (no cover letter needed).
  2. We'll be in touch to organise an initial call with someone from the team (30 mins).
  3. Customer case study with a panel (45 mins).
  4. Meet more of the team (30 mins).

Our culture

  • Every second counts: we move fast with intensity.
  • It's on you: you'll have autonomy to own your outcomes.
  • Never let it slide: challenge yourself and others to strive for the best.
  • Focus and discipline: we cut distractions so you can do your best work.

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