Technical Support Consultant

Posted: 10/06/2025

Closing Date: 11/07/2025

**Job Type**: Permanent - Full Time

Location: Melbourne or Sydney

Job Category: Call Centre and Customer Service,IT,Other

**Who we are**

Founded in 2002, ELMO Software has established itself as a leading provider of innovative HR technology solutions, proudly serving over 2,000 mid-sized organizations and more than one million end users across Australia, New Zealand and UK. Our comprehensive suite of ISO-certified solutions covers the entire employee lifecycle, empowering HR professionals to effectively manage their workforce and contribute to strategic decision-making.

At ELMO, our purpose is to **unleash the impact of HR**. Designed with flexibility and scalability in mind, ELMO's one-stop HR Information System (HRIS) adapts to your unique needs and workflows, ensuring seamless integration into your existing processes. Leveraging powerful technology, automation, and data analytics, ELMO Software equips organizations with the tools they need to drive efficiency and enhance employee engagement.

Join us and be part of a dynamic team dedicated to transforming HR practices through cutting-edge technology

**Life & Culture...**

At ELMO, you'll join an extraordinary team dedicated to making a significant impact. We cultivate an authentic, collaborative, and vibrant work environment where creativity thrives.

As an ELMOnian, you become part of an exceptional community that encourages personal and professional growth. Here, you'll be supported through challenges, inspired to push your boundaries, and celebrated for your contributions. Join us to not only advance your career but also to enjoy a fulfilling and enjoyable workplace experience

**Some of our benefits include**:

- Hybrid work set up
- Paid Parental leave - 12 weeks primary, 6 weeks secondary
- Birthday leave, YOU day each year, as well as connecting people leave (up to 2 weeks working from anywhere)
- Inhouse Learning and Development initiatives
- ELMO Social and Diversity clubs
- Wellbeing initiatives
- Mental Health/EAP programs
- Flare Benefits (great discounts, novated leasing, salary sacrifice)

**Our values**:

- **Obsess over customers -**Everything we do is designed to positively impact our customers
- **Help others thrive**:

- Be they colleagues, communities or customers, we champion ways to help others thrive
- **Seek out different -**We constantly look to innovate, challenge the status quo and defy barriers
- **Be fearlessly optimistic -** We bring unwavering positivity to any challenge as we know it will drive meaningful change

**Please note: Our internal Talent Acquisition team has got this covered, we're not open to using an agency for this role.**

**About the opportunity..**

The Technical Support Consultant requires strong understanding of APIs and integration processes to diagnose complex system interactions, data flow issues, and multi-system integration problems.

The Technical Support Consultant is expected to respond to technical queries within established SLA requirements, ensuring rapid resolution of complex technical issues and providing Level 2 technical support with clear escalation protocols for Level 3 issues to development teams.

The role contributes to long-term support strategy by maintaining technical knowledge base resources, creating advanced troubleshooting guides, and working with the Support Manager to identify opportunities for technical process automation and improvement.

The core responsibilities of the Technical Support Consultant - HR includes but is not limited to:

- Mastering ELMO solution functionality, including its core HR modules, APIs, and cloud interactions (e.g., AWS).
- Diagnosing and troubleshooting issues impacting APIs, integrations, and core system functionality.
- Logging detailed technical records of all troubleshooting efforts, especially for API and integration incidents.
- Maintaining accurate records of troubleshooting activities for ELMO solutions, APIs, and integrations.
- Providing Level 1 support by diagnosing and resolving routine technical and integration-related issues.
- Providing Level 2 support by identifying root causes and resolving complex technical issues across the ELMO platform, APIs, and integrations.
- Escalating critical issues (e.g., system bugs, API failures, complex integration problems) to development with comprehensive diagnostic details.
- Capturing client feedback and performing UAT for system and integration updates.
- Collaborating with Support Manager, Support Leads, DevOps, and Product teams on technical issue resolution and system improvements.

**Desired Skills and Experience**:
**What we would like you to bring to the team...**

**Technical Skills**
- Ability to learn and master the functionality of the ELMO Platform: Deep understanding of ELMO solution functionality, configuration, and integration with underlying cloud services and AWS components
- Cloud Infrastructure & Services: Proficient with A