Technical Support Engineer / Application Support (AI B2B SaaS)

Role & responsibilities

• First-Line Platform Support: Act as the primary contact for technical issues raised by clients and internal Financial AI Navigators (FANs) using our AI tools. Investigate, reproduce, and clearly document software bugs in Jira.
• Platform & Subscription Administration: Act as the technical owner/root admin for cloud subscriptions, including AWS, Jira, and over time, Supabase, GitHub, and Vercel. Manage cloud user access, permissions, and vendor billing.
• Shared Mailbox Management: Action and triage critical daily mailboxes (Support, Dev Team, and Subscriptions) to ensure zero missed client access grants or vendor updates.
• Data Onboarding Readiness: Ensure each client group is fully prepared (structure created, software connections identified, documents in place) so that the data engineering team can start onboarding without any operational delay.
• Client Onboarding Support: Set up new client groups in the PAiD portal, map out Xero/MYOB connections, and source historical client tax/trust documents using Xero Practice Manager and FYI.

Preferred candidate profile

• Proven Experience: 3+ years in Technical Customer Support, B2B SaaS Application Support, Platform Operations, or Cloud Administration.
• AI Tools Proficiency: Hands-on experience with Claude Code and Model Context Protocol (MCP) servers (installing, authenticating, and troubleshooting tool connections).
• Cloud Ecosystems: Strong confidence managing users, permissions, and billing in AWS and Jira. Familiarity with GitHub, Vercel, and Supabase is highly desirable.
• Automation: Experience building or running automated workflows (AI-assisted or rule-based) for mailbox triaging and ticket routing.
• Technical Documentation: Strong communication skills with an excellent ability to write highly detailed, clear, and reproducible issue reports for the engineering team.
• Data Discretion & Integrity: Sound judgment and strict discretion in handling confidential client financial records and highly privileged root system access.