Technical Support Manager

About the role

The Technical Support Manager will lead Janison's Application Support team to ensure customers receive outstanding support and that product queries are resolved within SLA timeframes.

Key responsibilities

• Oversee day‑to‑day support operations, triage tickets, and ensure SLA compliance for first reply, work time and resolution.
• Maintain advanced knowledge of Janison products, participate in development sprints and product training.
• Administer Zendesk and Jira ticketing systems, create and update knowledge‑base articles, and produce internal and external support reports.
• Hire, train, coach and evaluate Application Support Specialists, fostering a #onejanison culture.
• Lead client support meetings, participate in account reviews and conduct deep‑dive incident analysis.

Required profile

• At least 5 years experience in technical IT operations or system administration.
• Minimum 5 years in customer service or SaaS application support.
• Strong problem‑solving ability and proven team‑management skills.
• Experience leading client engagements and supporting end‑users across multiple channels.

Required skills

• Zendesk ticketing system administration.
• Jira ticketing system administration.
• Experience with SaaS‑based application support.
• Proficiency in Microsoft Office operating systems.
• Basic knowledge of CSS, automation and scripting.

What we offer

• Employee Share Ownership Program with up to $2,000 match per year.
• 5th week of annual leave plus a birthday day off.
• Parental leave benefits with continued super contributions.
• One paid volunteer day per year.
• Annual pay review, bonus program and genuine development opportunities.