Software Support Specialist

Software Support Specialist

Who We Are

Kailo Medical builds the workflow software that radiology and medical imaging teams rely on every day - reporting, integration, and the AI products that are reshaping how imaging gets read and reported. Our platform spans Australia, New Zealand, North America and beyond, and our software touches real patient care: the reports clinicians write, the studies they prioritise, the data that flows safely between systems.

We're a focused team of around 50, backed for serious growth, and we're in the middle of the most interesting stretch in our history - building a new generation of AI-first products and modernising the platform underneath them.

The Opportunity

This is a client-facing role for someone who thrives on solving problems and helping people. You'll be the first point of contact for our clients when they need support - diagnosing software issues, troubleshooting across systems, and getting clinicians and operational teams back to what matters.

It suits someone who communicates clearly, enjoys working with new technology, and is comfortable in a fast-paced environment where no two days look the same. You're not afraid to try new things or step into the unknown, and you work well as part of a team - both locally and globally. If you're energised by customer interaction and want your work to make a tangible difference to the people using the software, this is for you.

This role is based out of our Melbourne office.

Your Day to Day

• Provide first-line technical support to clients via phone and email for software-related issues

• Troubleshoot and diagnose software problems, working closely with clients to understand their issues and provide effective solutions

• Document, track and manage customer inquiries and issues using our ticketing system

• Collaborate with internal development and QA teams to escalate unresolved or complex issues, and provide feedback on recurring problems

• Help identify software bugs and work with the product teams to ensure timely fixes and updates

• Create and update knowledge base articles and user guides to empower clients with self-help resources

• Manage technical problems and incidents through to resolution

• Deliver exceptional customer service with a focus on improving customer satisfaction

• Stay up to date with software updates, new features and industry best practices

• Contribute regularly on a rotating after-hours/on-call support roster

How We Work - AI-Native by Default

Kailo runs an AI-native culture, with Claude (Anthropic) adopted across the company. This isn't just for the engineers.

• Use AI tools as a core part of how you work - drafting documentation, summarising client issues, spotting patterns across tickets and accelerating troubleshooting

• Help build reusable AI tools and prompts that make support faster and more consistent across the team

• Own your output. AI helps you move faster, but you're accountable for accuracy - validate what it produces and apply good judgement, especially with clinical data

If you already use AI tools day to day, you'll fit right in. If you're keen to but haven't had the chance, we'll get you there fast.

What You'll Bring

• Proven experience in application support or a similar technical support role, ideally in healthcare/radiology IT or a related industry

• A solid grasp of support and troubleshooting methodologies, with strong problem-solving ability to work through complex technical issues

• General IT and networking skills, with proficiency across common operating systems (Windows, macOS, Linux) and software applications

• Familiarity with ticketing systems and remote support tools

• Experience with SQL, scripting or basic programming

• Outstanding written and verbal communication, with the ability to explain technical concepts to non-technical users

• A customer-centric attitude and a genuine passion for helping people

• The ability to work independently and as part of a team - locally and globally - in a fast-paced, dynamic environment

• Strong organisational and time-management skills

• A passion for working in the healthcare and MedTech space, and for contributing to advancing medical imaging workflows

• Must have current right to work in Australia

Bonus Points For

• Knowledge of HL7, DICOM and FHIR

• Hands-on experience with RIS/PACS or other clinical imaging systems, and an understanding of radiology and medical imaging workflows

• Familiarity with Zendesk or similar ticketing management tools

• Familiarity with Zabbix/Grafana server monitoring tools, or similar

• Familiarity with physical, virtual and cloud servers and technologies

Your First Six Months

• 30 days - Onboarded, familiar with our products, customers and support processes, and contributing to live ticket work

• 90 days - Independently resolving and escalating issues, comfortable across our product suite, and a reliable contributor to the support roster

• 6 months - A trusted specialist: handling complex incidents, improving how we troubleshoot and document, and helping raise the standard of support across the team

You'll Fit Right In If

• You're genuinely curious about how our clients work and why

• You ask good questions and listen carefully to the answers

• You communicate clearly and keep clients and colleagues aligned

• You're organised and bring structure to ambiguity

• You enjoy working with new technology and aren't afraid to try new things

• You care that the software actually helps the clinicians and teams using it

Also Required

• Relevant tertiary qualification in Information Technology or a related field (or equivalent demonstrated experience)

• National Police Check (we work with clinical and patient data)

To Apply

If this sounds like you, we'd love to hear from you. Click Apply and submit your resume along with a cover letter outlining your suitability for the position. Applications without a cover letter will not be considered.

Please note: recruiters and recruitment agencies are encouraged not to apply. We are managing this search directly.