Technical Customer Success Specialist

About the Role

Our client is a growing veterinary technology startup providing an AI-driven documentation solution that transforms consultations into structured clinical notes. In this role, you will take full ownership of customer support, system configuration, and troubleshooting, addressing both general IT concerns and more complex integration and API-related matters. 

Key Responsibilities

• Manage and respond to customer inquiries via email and chat, with occasional calls when necessary.
• Provide technical support for system setup, audio/device configuration, and general IT concerns.
• Investigate and resolve product and integration-related issues, including API errors.
• Utilize Postman and existing templates to replicate API requests and validate reported problems.
• Analyze system logs and JSON data within the admin portal to determine root causes.
• Escalate verified bugs to engineering with detailed documentation and supporting evidence.
• Assist with third-party integration onboarding and coordinate with external vendors as needed.
• Develop and maintain internal knowledge base resources and identify recurring issues for product improvement.

Qualifications

• Minimum 5 years experience in a technical support or similar role.
• Confident in reviewing API outputs, JSON payloads, and application/error logs (no coding required).
• Practical experience using API testing tools such as Postman, primarily working with structured collections or templates.
• Strong written communication skills with the ability to clearly support Australian and New Zealand practice teams.
• Detail-driven, systematic troubleshooter who ensures issues are fully investigated and resolved.
• Solid IT foundation, including troubleshooting hardware, software, peripherals, and basic user environment setups.

Nice to Have

• Ability to read code at a basic level

Working Conditions

• 100% Remote
• Day Shift
• Full-time