SAAS Integrator

Registered Office: Level 3 / 97 Boundary Street, West End, QLD, 4101 | www.saasintegrator.com | T: 1300 182 979 | E: info@saasintegrator.com.au

Job Description: Support Engineer

Location: Remote within Australia (Sunshine Coast, QLD an advantage) | Hours: Australian business hours | Team: Support

About SAAS Integrator

SAAS Integrator is a leading no-code iPaaS platform connecting eCommerce, ERP, POS, CRM, and marketing systems across more than 50 platforms. We do not see ourselves as just another integration tool. We look at every connection through a revenue lens: how it helps our clients generate more leads, drive more sales, and deliver better customer experiences.

What We Value

• Platform-agnostic by design. We architect the solution that drives the best business outcome for the client, not the one we are locked into selling - which resonates with retailers who have been burned by vendor lock-in.
• Outcomes over features. We judge every integration by the commercial result it delivers, not the technical box it ticks.
• AI-first. We expect everyone to keep finding new ways to apply AI in their work.
• Continuous improvement. We are never satisfied leaving a process the way we found it if it can be made better.

Position Summary

As our Support Engineer, you sit at the intersection of technical support, client onboarding, and continuous process improvement. You keep our clients' integrations running smoothly, guide new clients through a seamless onboarding, and turn the patterns you see in day-to-day support into lasting improvements to our service, processes, and documentation.

This is a hands-on, dynamic role. You will resolve issues directly, and you will be the voice of the customer to our development team - surfacing recurring issues and recommending the fixes and enhancements that will have the greatest impact on client outcomes. You will work Australian business hours and partner closely with our development, QA, and sales teams.

AI is already embedded in how we work and how we build for our clients. We are looking for someone who embraces that with genuine passion - constantly learning how AI can help the business grow, leveraging it in their own day-to-day, and using it to drive smarter, faster process improvements. If you see AI as an opportunity to do better work, you will fit right in.

Key Responsibilities

Support & Troubleshooting

• Serve as the first point of contact for technical support across our client base, diagnosing and resolving integration, data sync, and configuration issues.
• Triage and manage support tickets through to timely, robust resolution, escalating to development where needed with clear reproduction steps.
• Investigate data flow issues across connected platforms - eCommerce, POS, ERP, accounting, and inventory systems - and identify the root cause, not just the symptom.

Onboarding & Implementation

• Guide new clients through onboarding and implementation, delivering a smooth, well-documented experience from kickoff to go-live.
• Build, refine, and maintain onboarding processes, handover documentation, and welcome materials.
• Coordinate with clients and internal teams to configure integrations to each client's specific business needs.

Process Improvement & Documentation

• Analyse trends in support requests to identify systemic issues and propose long-term fixes that reduce recurring tickets.
• Create self-service resources - guides, FAQs, and knowledge-base articles - that help clients help themselves and reduce reliance on direct support.
• Continuously improve internal processes, tooling, and documentation so the team scales without scaling headcount.

Cross-Team Collaboration & Feedback

• Surface recurring issues and recommend which customer-driven fixes and enhancements the development team should prioritise, based on client impact.
• Translate customer needs into clear, actionable requirements and reproduction steps for the development and QA teams.
• Work to our agile/scrum cadence, acting as the bridge between customer needs and technical feasibility.
• Support a smooth handover from sales to onboarding, helping set realistic expectations for new clients.

Required Skills & Qualifications

• Based in Australia and able to work Australian business hours.
• Strong problem-solving and root-cause analysis skills, with a genuine drive to understand the “why” behind an issue - particularly where data flows between connected systems - rather than just patching the symptom.
• A real passion for process improvement.
• Ability to learn and adopt new AI tools quickly, with a genuine interest in applying them to grow the business and improve how we work.
• Experience in a technical support, customer success, implementation, or integrations role within a SaaS or software environment.
• Technically inclined, with the ability to read and understand API documentation and quickly get up to speed on new APIs.
• Basic SQL or light scripting, and comfort with API testing tools such as Postman, is an advantage.
• Proven ability to build and document scalable onboarding and support processes.
• Comfortable recommending priorities and working to an agile/scrum cadence alongside development and QA.
• Experience with ticketing and issue-tracking tools such as Zendesk and Jira is a plus.
• Excellent communication and interpersonal skills, equally effective with clients and internal teams.
• Familiarity with platforms such as Shopify, Retail Express, Lightspeed, Square, Acumatica, NetSuite, or MYOB is a strong plus.
• Background in the retail sector is a plus.

Personal Traits

• Proactive and solutions-oriented.
• Customer-centric in how you approach product and service delivery.
• Curious and always learning.
• Collaborative and comfortable working cross-functionally across teams.

Employment & How to Apply

• Employment type: Full-time.
• Location: Remote within Australia. Being based on or near the Sunshine Coast, QLD is an advantage, as one of our key offices is located there.
• Salary: AUD $80,000 - $90,000 plus superannuation, depending on experience.

Pay: $80,000.00 – $100,000.00 per year

Work Location: Remote