Senior Solutions Specialist (iGUIDE)

About the role

Planitar, creator of iGUIDE (a property technology solution combining 3D tours, floor plans and spatial data), is hiring a Senior Solutions Specialist in Melbourne. The role works alongside Customer Solutions Engineers to give iGUIDE customers fast, knowledgeable support after setup, covering hardware, the capture and processing workflow and the Portal. It is a permanent position with hybrid ways of working.

Key responsibilities

• Serve as a front-line contact for support requests by phone, email and ticketing system, and escalate complex issues to Solutions Engineering or Product/Engineering teams.
• Diagnose and resolve issues with iGUIDE hardware, the capture/stitch/processing pipeline and Portal usage, and build troubleshooting guides, FAQs and knowledge base articles.
• Support onboarding and training, including virtual and onsite sessions, and help maintain manuals, videos and tutorials.
• Guide customers on data upload, data management and efficient use of the Portal.
• Track recurring issues, common questions and feature requests, and share insights with Product and Engineering.
• Partner with Solutions Engineers, Product Management and Marketing on complex trials, bug reports and support-facing content.

Required profile

• Patient, clear communicator who explains technical concepts in plain language.
• Customer-focused and detail-oriented, able to handle multiple support cases at once.
• Quick learner of new hardware and software, self-starter and naturally collaborative.

What we offer

• Hybrid work environment within REA Group office spaces.
• Annual professional development incentive.
• Growth opportunities as the business scales.