Product Support Specialist

Job Summary:

You will provide Level 1 and Level 2 technical support for our AVLC software product, becoming a product expert for our ANZ customers.

The role focuses on incident resolution, log analysis, troubleshooting, and clear communication, ensuring smooth operation of key customer implementations of the AVLC product and maintaining high service levels.

Job Description:

About Us

Zelra delivers advanced AVLC (Automatic Vehicle Location and Control) software solutions designed to optimise fleet performance and enhance operational visibility for public transport operators. Our AVLC platform is trusted by customers across Australia and New Zealand, providing accurate, real-time data to ensure smoother and more efficient services.

Zelra is part of Modaxo, the people-transport division of Constellation Software Inc. (TSX: CSU)—a global technology leader with over $8 billion USD in annual revenue. At Zelra, we value our people and foster a collaborative, inclusive, and balanced work environment where everyone can thrive.

About the Role

You will provide Level 1 and Level 2 technical support for our AVLC software product, becoming a product expert for our ANZ customers.

The role focuses on incident resolution, log analysis, troubleshooting, and clear communication, ensuring smooth operation of key customer implementations of the AVLC product and maintaining high service levels.

You'll have the opportunity to:

 

• Provide Level 1 and 2 support for product incidents, including:

• • Level 1: User creation, access control, product functions, data management, configuration queries, and basic troubleshooting.

  • Level 2: Deeper technical investigation, log collection and interpretation, issue replication, and coordination with Level 3 engineering for defect triage.

• Act as the main point of contact for customer-reported issues, ensuring timely updates, accurate documentation, and clear escalation when required.

• Collaborate with internal IT infrastructure teams (server, storage, network) while maintaining focus on application-level and product-related issues.

• Maintain close communication with customers, internal Operations, and European AVLC teams to ensure alignment and knowledge transfer.

• Participate in an on-call roster for high-priority incidents (P1/P2), providing remote support and attending Melbourne customer sites as required.

• Maintain accurate ticket documentation within Jira.

• Contribute to the knowledge base by documenting common issues, resolutions, and configuration guides.

• Support implementation and testing activities for new customer deployments, releases, upgrades, or patches.

• When required, work with external vendors for support and updates on hardware or software.

• Support professional services as part of project or change request implementation when required.

About You

You don't need to have worked with our AVLC product before—as long as you tick most of the following boxes, we'll provide training and support:

Technical Skills:

• A high level of proficiency in Windows and Linux system administration, ideally related to embedded applications, IoT, data feeds, or mobile fleet management.  

• Ability to interpret complex application and machine logs for diagnostic purposes.

• Experience with ITIL-aligned support processes, especially incident/problem/change/release.

• Understanding of networking fundamentals (TCP/IP, DNS, VPNs, firewalls, routing) is desirable.

• Understanding of, and experience with, 4G/5G mobile data machine-to-machine control and telemetry applications is desirable.

• Familiarity with REST APIs, automation and scripting, troubleshooting integrations and data transformation is desirable.

Professional Skills:

• Excellent written and verbal communication—capable of translating technical findings for non-technical users.

• Strong analytical and critical thinking with the ability to trace issues logically to root cause.

• Resilient and proactive, with strong customer service orientation and attention to detail.

• Ability to work independently in a small, cross-functional support environment.

• Willingness to travel locally (Melbourne) for customer support as required.

• Prior experience in supporting public transport, logistics, or large fleet management environments is highly desirable.

Want to Join Us?

If you feel excited by the opportunity to join a growing network of global businesses, please apply now. We'd love to hear from you.

Worker Type:

Regular

Number of Openings Available:

0

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