Enterprise Technical Support Lead - L2 (B2B) (SaaS)

Job Description

NEWLY CREATED ROLE !! Who are we? So you might ask, who's CreditorWatch? Well, we are a leading Australian data and technology company that provides businesses with access to unique data and innovative products. By using our platform, our customers can confidently manage their commercial relationships, improve productivity and reduce financial risk. As a commercial credit reporting bureau, we offer a complete suite of credit reporting products and data insights covering the entire customer lifecycle, from customer onboarding and credit decision automation to credit risk management and automated collections. We were established in 2010 and most recently were named as one of AFR's Top 10 Best Places to Work as well as certified by Great Place to Work consecutively across 2022 and 2023. We saw significant growth in 2024 and that's not about to change. We are on track to break records in 2025, scaling at pace, making this the perfect time to join CreditorWatch. Our Purpose Empower Australian businesses to trade confidently with their customers. Our Mission We aim to be number one in our industry by delivering unique data insights and innovative products. Your Role & Team We are making waves within the Enterprise space and excited to launch a newly created role, Enterprise Support Lead . In this role, you will act as the technical customer support lead representing CreditorWatch, focused on supporting our Enterprise customers. It is a critical customer support role that requires a customer centric mindset and a strong aptitude for problem solving. Ability to understand customer issues and problems in the context of CreditorWatch products and services, as well as their impact and severity for the customer are key to being successful in the role. The scope of the role includes supporting delivery and remediation of defect and bug fixes, as well as post deployment monitoring, stabilisation and ongoing customer technical support. This role reports directly to the Head of Enterprise Operations and is a full-time opportunity offering hybrid working conditions out of our Sydney CBD Office . Some of your responsibilities include: Hands-on handling of technical issues and defects raised by customer. Responding promptly to customer concerns. Pro-active customer communications when relevant. Contribute to creating customer-facing knowledge base and content such as how-to articles & white papers. Generate relevant reports and monitor key support metrics using the Atlassian Service Management toolkit. Build good relationships and act as trusted technical advisor with senior technical individuals within customer teams. Demonstrating our API capabilities to prospects and customers, responding to specific API and Data related technical queries they may come up at any stage during the entire customer life cycle, i.e. from pre-sales to post go live. Understand customer requirements and align them with our software capabilities. Collaborate with the product development and engineering teams to provide feedback, deliver defect and bug fixes & feature enhancements, and contribute to the ongoing improvement of our credit risk software solutions. Assist with creating and delivering customer proof-of-concept deployments and provide technical support throughout the evaluation process. Our ideal candidate: At least 5-7 years experience in a customer facing technical customer support role in the SaaS industry, preferably within the FinTech sector. Understanding of credit risk management, financial systems, or related fields. Proficiency in presenting complex technical concepts in a clear and concise manner to both technical and non-technical audiences. A good understanding of cloud-based solutions, API, Data and integration technologies, and sound knowledge of Security and Compliance. Hands-on experience working on support and deployment of FinTech software at scale. Knowledge in technology lifecycle processes (ITIL, PMLC, SDLC, agile, waterfall, etc.) Ability to understand technical issues and nuances. Triage trouble shoot and problem solve in partnership with Product & Engineering teams. Ability to work optimally with others through conflicting pressures and priorities while resolving complex technical issues. Strong problem-solving and analytical skills, with the ability to understand customer issues and concerns. More than just work: Keep Active: All employees get a Fitness First Platinum gym membership. Daily Fuel: Barista-made coffee, breakfast, snacks, lunches and drinks on us. Phone Credits: We pay you $50 per month to put towards your plans. Wellness Days: Receive an additional day off each month. Monthly Massages: We offer monthly in-house massages. Bonus Shares: Performance-based bonuses and access to our Employee Share Scheme. Fun Activities: Monthly team building activities. Legal Services: Free legal services for employees. Our Values: The 1%’ers add up: Our commitment to going that one step further sets us apart. We are dependable and trustworthy: Our clients are everything to us. We are committed to growth: Our success comes from our ability to grow and adapt. Our people make the difference: We help our employees achieve their aspirations. Recruitment Process: Phone Screening: A deep dive into the company, role and experience required. Hiring Manager Meeting: An opportunity to showcase your background and skill set. Functional Meeting: A take home case-challenge to assess your approach. Values Meeting: Discuss why CreditorWatch and how you’d fit into our world. We are committed to you: We offer a fantastic culture with open communication and rewards and recognition. We are an equal opportunity employer and committed to excellence through diversity. We are a 2024 Circle Back Initiative Employer: We commit to respond to every applicant. #J-18808-Ljbffr