Remote
About the Role
We are seeking a Technical Support Specialist interested in making a meaningful difference in Australian Healthcare. This role will own the delivery of support across Halo Connect, acting as the primary point of contact for customers, partners, and internal teams to ensure issues are resolved quickly and effectively.
You will combine hands-on technical support with operational ownership, working closely with clinic IT providers and internal stakeholders to diagnose and resolve issues, ensuring our API connection to their practice has high availability. While this is currently an individual contributor role, it is expected to evolve over time to help shape and grow the support function as we scale.
This role suits someone who is comfortable working independently, enjoys solving complex technical problems, and takes pride in delivering practical, responsive support while improving how support operates over time.
If you joined us, you would be working on
- Owning and delivering day-to-day support across the Halo platform
- Acting as the primary technical support resource across the company, managing incoming requests and incidents
- Diagnosing and resolving customer issues across our ecosystem
- Providing clear guidance to customers and partners to resolve issues efficiently
- Working closely with Engineering on monitoring and responding to releases and incidents
- Working directly with practice IT providers to troubleshoot customer environments
- Supporting installation and configuration of Windows-based components
- Troubleshooting networking, firewall, proxy, and antivirus related issues impacting connectivity
- Analysing logs and system behaviour to identify root causes
- Establishing and improving support operations
- Defining and refining support processes, workflows, automations, and documentation
- Maintaining and improving knowledge base and troubleshooting guides
- Identifying recurring issues and working with Product and Engineering to drive improvements
- Helping build the foundations for a scalable support function
- Contributing to tooling, standards, and ways of working as the company grows
- Supporting hiring and onboarding as the support team expands
- General team support and other duties as required — we are a start-up, and each day brings new challenges and rewards
About you
You may currently be a senior technical support specialist, service delivery analyst, or help desk lead in a SaaS or technology environment and are looking to have greater ownership and impact in a growing company with a meaningful mission.
You are comfortable balancing hands-on support work with improving systems and processes, and you enjoy working across both technical and customer-facing contexts.
- You are highly customer-focused and take ownership of issues through to resolution
- You are comfortable working independently and managing competing priorities
- You have strong troubleshooting skills across Windows environments, networking fundamentals, and common enterprise IT controls (firewalls, proxies, antivirus)
- You are confident working directly with customer IT providers and technical stakeholders
- You are a clear communicator who can explain technical concepts to both technical and non-technical audiences
- You are pragmatic, curious, and enjoy solving complex problems
- You are comfortable operating in a growing company where processes continue to evolve
- Experience with support platforms, ticketing systems, and documentation tools (such as Hubspot and Notion) is desirable
Diversity and inclusion commitment
We're committed to growing and empowering an inclusive community. That's why we actively encourage applications from candidates from all backgrounds, experiences, and perspectives. If you require accessibility assistance at any stage of the process, please let us know. We encourage applicants of all skill levels, do not feel obligated to meet 100% of the outlined requirements to apply. Hybrid woking is our standard with a flexible split between being in the office and work from home.
What we do
Halo Connect is disrupting the accessibility of healthcare data. For too long it has been difficult to pull data together between disparate systems and enable clinicians to provide the best care possible.
We’re a team of builders and dreamers. We enjoy large problems, use the latest technologies and want to move fast. Halo Connect was built out of a frustration of the current status quo - legacy technology systems not talking to each other and Government projects that consume taxpayer funds but don’t deliver value to patients. We wanted to make a difference. And have some fun doing so.
