Technical Support Specialist

As a Technical Support Specialist at Evergen, your responsibilities will include the following:

• Provide timely, accurate technical support to end users, clients, and internal teams via agreed support channels.
• Investigate, diagnose, and resolve software, platform, and integration issues, escalating where appropriate.
• Manage support tickets effectively, ensuring accurate documentation, prioritisation, and resolution within SLAs.
• Collaborate with Engineering, Operations, and Client Success to resolve complex issues and improve platform reliability.
• Communicate clearly with stakeholders on issue status, root cause, and resolution progress.
• Contribute to the creation and maintenance of support documentation, knowledge bases, and troubleshooting guides.
• Identify recurring issues and recommend process or system improvements to reduce future incidents.
• Support platform monitoring, incident response, and post-incident reviews as required.
• Promote a safe and healthy work environment and contribute to continual improvement in quality and performance at Evergen by complying with all relevant policies and procedures.

• Tertiary qualifications in IT or Computer Science, highly desirable.
• 2+ years’ experience in a technical support, SaaS support, or software-focused operational role.
• Experience working with energy optimisation and efficiency platforms.
• Strong ability to troubleshoot and diagnose issues across energy management systems software platforms, integrations, and cloud-based systems.
• Experience working with ticketing systems and managing incidents end to end, through to resolution, including clear documentation.
• Comfortable collaborating with engineering, operations, and customer-facing teams to resolve complex technical issues.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
• Skilled in managing competing priorities in fast-paced, high-demand environments, ensuring minimal system downtime and optimal energy performance.
• A proactive and methodical approach to problem solving, with attention to detail and ownership mindset.
• Ability to adapt in a rapidly evolving renewable energy landscape, supporting new technologies, system upgrades and continuous improvement initiatives, focused on efficiency.

 

Bonus Skills

• Energy industry experience
• Experience using Jira or similar tools

This role can be based in Newcastle or Sydney. We offer a dynamic and inclusive workplace that values collaboration and diversity. With a flexible and hybrid working mode, we prioritise work-life balance while fostering personal and professional growth.

Our team is a diverse group of brilliant, curious, and passionate individuals working together to solve some of the world’s most pressing energy challenges.

If you’re excited to make a real impact on the future of energy, we’d love to hear from you! Submit your application today and help us build a sustainable energy future.