Technical Support Engineer in Brisbane

Job Description

We are seeking a Technical Support Engineer to serve as a highly technical, customer-facing resource supporting our connected hardware and software platform. This role is responsible for diagnosing and resolving complex issues across devices, systems, and data—often in real time.

This is not a traditional support role. You will operate in a phone-first environment, working directly with customers while leveraging logs, backend data, and system insights to troubleshoot and resolve issues. You will own issues end-to-end, from initial intake through resolution or escalation, with a strong focus on root cause identification.

We are looking for someone who thrives in a fast-paced environment, is comfortable getting into the technical details, and can clearly communicate complex issues in a way that makes sense to the customer.

What you'll do: Technical Troubleshooting & Resolution

• Diagnose and resolve complex issues across hardware, software, and system integrations
• Analyze logs, system behavior, and backend data to identify root causes
• Troubleshoot issues in real time, often while on live customer calls
• Own issues end-to-end, ensuring timely and accurate resolution

Customer-Facing Technical Support

• Provide support across phone, email, and chat, with a strong focus on phone-based interactions
• Guide customers through technical troubleshooting in a clear, structured manner
• Translate complex technical issues into simple, actionable steps
• Maintain control of customer interactions while working through multi-step resolutions

Systems & Data Investigation

• Investigate discrepancies across systems such as Salesforce, NetSuite, and internal platforms
• Understand how data flows across systems and impacts device behavior and customer experience
• Resolve issues tied to orders, devices, connectivity, and account configuration

Case Management & Escalation

• Maintain detailed, accurate documentation of technical issues and resolution steps
• Escalate issues when necessary with clear, complete, and actionable context
• Partner with Engineering. Product, and Quality on deeper issues
• Reduce unnecessary escalations through thorough investigation and problem-solving

Continuous Improvement

• Identify recurring issues and contribute to long-term fixes
• Improve troubleshooting guides, runbooks, and Help Center content
• Stay current on product updates, system changes, and new technical workflows
• Provide feedback to Product and Engineering to improve system reliability
• Contribute to the continuous improvement of support processes, documentation, and troubleshooting resources.
• Assist with special projects, product testing, or internal initiatives that help improve the customer experience.
• Support the team during high-volume periods and maintain flexibility in a fast-paced, evolving startup environment.

Who you are:

• 3-6 years in technical support, support engineering, or similar roles
• Experience in a complex system environment (hardware + software )
• Strong experience with:
• Log analysis and system diagnostics
• Troubleshooting across multiple systems (CRM, ERP, internal tools)
• Familiarity with tools such as Salesforce, NetSuite, Zendesk, or similar
• Experience operating in a real-time, phone-first support environment
• Strong problem-solving skills with a bias toward ownership and resolution
• Detail-oriented with strong documentation habits
• Energized by Avive’s mission and excited to help deliver a best-in-class support experience that saves lives.

Bonus Points For:

• Experience supporting connected devices, or hardware + SaaS platforms
• Strong background in log analysis, system diagnostics, and root cause investigation
• Experience working with Salesforce, NetSuite, Zendesk, Jira, or similar enterprise systems
• Exposure to incident management or high-availability environments
• Experience translating complex technical issues into clear, customer-friendly communication
• Background working closely with Engineering and Product teams to resolve issues