About us

Endpoint IQ is helping universities and research-intensive organisations run research operations at scale with high‑quality SaaS platforms. We’re Brisbane-based and growing across multiple countries, combining deep sector expertise with purposeful software.

The opportunity

We’re hiring a Support Officer in Customer Success to own our support queue and champion a great client experience. Skip the password resets and basic troubleshooting - this Level 2 role focuses exclusively on issues that require real diagnostic skills and critical thinking.

Forget the frustration of being stuck between customers and vendors. Here, you ARE the vendor. You'll have visibility into what's happening with every issue and can actively participate in resolution alongside our Tier 3 team of product specialists and developers.

You’ll triage and resolve client issues, capture clear context, and coordinate with other teams when needed. If you enjoy understanding how products solve real problems, communicating clearly, and creating a predictable support experience, this is for you.

What you’ll do

Be the first point of contact for incoming tickets and keep us on‑SLA

Diagnose and resolve Tier 2 issues, and escalate with full context when required

All support is administered remotely, onsite visits not required

Keep clients informed with clear, friendly updates

Improve our knowledge base, runbooks, and other support material

Spot recurring issues and propose product or process improvements

Contribute to, not own, the knowledge base

Draft, update, and retire articles based on ticket trends and release notes

Use clear article standards: audience, problem statement, step‑by‑step resolution with screenshots, and expected outcome

What you’ll bring

Experience in SaaS support or service desk environments

Excellent written and verbal communication

Strong troubleshooting skills and attention to detail ("Near enough" is not good enough at Endpoint IQ)

Confidence using ticketing systems and structured workflows

Empathy and client‑first mindset, with clear, calm communication

A strong work ethic and a positive can-do attitude towards your work

Ability to learn product functionality deeply and explain it simply

Must be an Australian Citizen or Permanent Resident.

Nice to have: Domain knowledge in research or higher education

Why join Endpoint IQ

Meaningful work supporting research organisations

A collaborative, low‑ego team that values clear communication

Flexibility, learning opportunities, and real impact on how we support customers

To apply, send your resume and a short cover letter explaining a tricky support problem you solved and how you approached it.