At Magentus, our goal is to create a healthier society through technology. We do that by delivering smart workflows that connect people, systems, and data-making care more intelligent, efficient, and accessible. Whether it's supporting clinicians, streamlining operations, or improving patient outcomes, we're here to make a real difference in healthcare through digital innovation. About the Role The Product Support Specialist will be the first point of contact for customers using Magentus Practice Management software - Gentu. In this role you will be the first point of contact for our Gentu customers, providing exceptional customer service while troubleshooting tier 1 product enquiries and supporting product incidents. The role works closely with product, implementations and technical teams to resolve issues, escalate appropriately and help drive continuous improvement across support processes.You'll manage support cases end-to-end, investigating and triaging Tier 1 technical issues, resolving customer enquiries, and collaborating with internal teams to ensure timely outcomes. This is an ideal opportunity for someone who enjoys combining technical problem solving with developing a positive customer experience. Key responsibilities: Act as the primary point of contact for Gentu customer enquiries via phone, email and ticketing systems, providing clear, professional and timely assistance.Deliver exceptional customer service by understanding customer needs and providing timely, effective solutions.Logging, categorising and prioritising incidents and service requests in accordance with agreed service levels.Investigating and troubleshooting issues, applying diagnostic steps, and using available knowledge base resources to resolve customer problems.Own and manage customer cases end-to-end, from initial triage and investigation through to resolution and closure.Escalating complex or high-priority issues to the appropriate internal teams and following through to resolution.Maintaining accurate and comprehensive ticket notes and customer communications to ensure a consistent customer experience.Assisting with user account management, access requests and basic configuration changes where authorised.Contributing to the development and upkeep of support documentation, FAQs and knowledge base articles.Supporting product rollouts and updates by communicating changes to customers and assisting with post-release issues.Working with teams to identify recurring issues and contribute to continuous improvement initiatives.Delivering ad hoc training and guidance to customers and internal colleagues as required. About You You'll be someone who enjoys helping people, solving problems and taking ownership of customer outcomes. You thrive in a fast-paced environment where no two days are the same and you are confident managing multiple customer cases while maintaining a high level of service. You'll bring: Previous experience in Product Support, Technical Support or Customer Support role. Previous experience in technology is highly desirable.Demonstrated experience managing customer cases end-to-end, including investigation, stakeholder coordination, customer communication and resolution.Strong troubleshooting and problem-solving skills, with experience resolving Tier 1 technical issues.Excellent organisational skills, with the ability to effectively priortise and manage a diverse caseloadExperience using ticketing, CRM or case management platforms. Microsoft Dynamics 365 and Salesforce experience is highly desirable.Excellent written and verbal communication skills, with the ability to explain technical or product concepts in a clear and customer-friendly manner.A proactive, solutions-focused mindset and a strong sense of accountability for customer outcomes. Join Today! At Magentus, we live our values every day:One Team - We collaborate and support each otherConstant Evolution - We embrace change and keep improvingWe Care - About our people, our customers, and our impactMake A Difference - We're here to create real, positive changeTrust - We do what we say and act with integrity What's in it for you: Flexible work options to support work-life balanceLearning and development programs to grow your careerA supportive, inclusive team cultureOpportunities to work across departments and expand your skillsA purpose-driven company where your work truly mattersReady to bring your energy and organisation to a team that cares? Apply now and help us make a difference at Magentus!
At Magentus, our goal is to create a healthier society through technology. We do that by delivering smart workflows that connect people, systems, and data - making care more intelligent, efficient, and accessible. Whether it's supporting clinicians, streamlining operations, or improving patient outcomes, we're here to make a real difference in healthcare through digital innovation. About the Role We're a global health tech company delivering clinical systems across pathology, radiology, oncology, and maternity in Australia, the UK, and Europe.Our cloud platform, Gentu, is used by thousands of specialists every day and we're investing heavily in what it becomes next.This isn't a fixed roadmap role. Gentu is a living product that evolves continuously with its users. The work you ship shows up where it matters most: in front of clinicians, in real patient interactions. What you'll own: Features that change how specialists run their practice. From the day they see a patient to the day they get paid for the visit. Real architectural decisions on a cloud platform thousands of clinicians use every day. We expect engineers to have opinions on how we evolve it. What you ship into production. Running it, debugging it when something breaks, improving it when usage tells you something the spec didn't. The shape of the work, not just the execution. You'll be in the room when your team decides what to build and why, not handed the answer. What we're looking for: Builders and creators by instinct. You tinker. You might contribute to open source, ship side projects, or spin things up just to see how they work. The engineers we want are the ones who never stopped making things for the love of it - we actively encourage it. You'll bring: Strong experience building and shipping production softwareHands-on with: Ruby on Rails, TypeScript/Node.js, React, AWSSolid engineering fundamentals: CI/CD, testing, observability, scalable designConfidence to challenge ideas and contribute to technical decisionsHands on experience with AI-assisted development & AI agents Bonus: experience in healthcare or other regulated environments What's in it for you: Real ownership. Gentu is the platform thousands of specialist practices run on. The features you ship show up in clinic workflows every day. Scale you can feel. 22,000+ specialists. 5,000+ practices. You're not optimising vanity metrics. Hybrid that's actually hybrid. Brisbane-anchored, fully remote for those who aren't. A team that wants to be pushed. Engineers here say "this won't work" when it won't. You'll fit in. Backed by Magentus. Startup pace on a cloud product, with the stability of a global health tech group behind you. Dedicated time to build. Open source, side projects, experiments that aren't on the roadmap - we set aside time every other week for it. The best engineers we've worked with never stopped tinkering; we want to make that easy here. What's in It for You? Flexible work options to support work-life balanceLearning and development opportunities to grow your careerA supportive and inclusive team cultureOpportunities to broaden your experience across the businessPurpose-driven work that contributes to better healthcare outcomes Ready to bring your energy and organisation to a team that cares? Apply now and help us make a difference at Magentus!
