Technical Support Specialist

As a Technical Support Specialist at Evergen your responsibilities will include the following:

• Provide timely accurate technical support to end users clients and internal teams via agreed support channels.
• Investigate diagnose and resolve software platform and integration issues escalating where appropriate.
• Manage support tickets effectively ensuring accurate documentation prioritisation and resolution within SLAs.
• Collaborate with Engineering Operations and Client Success to resolve complex issues and improve platform reliability.
• Communicate clearly with stakeholders on issue status root cause and resolution progress.
• Contribute to the creation and maintenance of support documentation knowledge bases and troubleshooting guides.
• Identify recurring issues and recommend process or system improvements to reduce future incidents.
• Support platform monitoring incident response and post-incident reviews as required.
• Promote a safe and healthy work environment and contribute to continual improvement in quality and performance at Evergen by complying with all relevant policies and procedures.

Qualifications :

• Tertiary qualifications in IT or Computer Science highly desirable.
• 2 years experience in a technical support SaaS support or software-focused operational role.
• Experience working with energy optimisation and efficiency platforms.
• Strong ability to troubleshoot and diagnose issues across energy management systems software platforms integrations and cloud-based systems.
• Experience working with ticketing systems and managing incidents end to end through to resolution including clear documentation.
• Comfortable collaborating with engineering operations and customer-facing teams to resolve complex technical issues.
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical audiences.
• Skilled in managing competing priorities in fast-paced high-demand environments ensuring minimal system downtime and optimal energy performance.
• A proactive and methodical approach to problem solving with attention to detail and ownership mindset.
• Ability to adapt in a rapidly evolving renewable energy landscape supporting new technologies system upgrades and continuous improvement initiatives focused on efficiency.

Bonus Skills

• Energy industry experience
• Experience using Jira or similar tools

Additional Information :

This role can be based in Newcastle or Sydney. We offer a dynamic and inclusive workplace that values collaboration and diversity. With a flexible and hybrid working mode we prioritise work-life balance while fostering personal and professional growth.

Our team is a diverse group of brilliant curious and passionate individuals working together to solve some of the worlds most pressing energy challenges.

If youre excited to make a real impact on the future of energy wed love to hear from you! Submit your application today and help us build a sustainable energy future.

Remote Work :

No

Employment Type :

Full-time