Technical Support Specialist

About FYI

FYI is a product-led SaaS company built by accountants, for accountants. Our platform unifies cloud document management, automation and practice management into one intuitive solution, helping firms eliminate manual processes and focus on higher-value work.

Behind our product is The FYI Way - our operating system built on clarity, consistency and excellence. We scale with structured processes, automation and AI, clear expectations and measurable outcomes that keep teams aligned and performing at a world-class standard.

The position

We're looking for a Technical Support Specialist to help deliver exceptional support experiences for our clients by investigating, troubleshooting and resolving technical issues across the FYI platform.

Working closely with Support, Product and Engineering, you'll play a key role in identifying root causes, resolving technical enquiries and contributing to ongoing improvements that strengthen our platform and reduce repeat issues. This is an exciting opportunity for someone who enjoys solving technical problems, working collaboratively across teams and making a genuine impact on the client experience.

Key responsibilities

• Investigate, troubleshoot and resolve technical issues across the FYI platform, delivering exceptional client outcomes.
• Identify root causes, validate issues and collaborate with Product and Engineering teams to support effective resolutions and long-term improvements.
• Maintain accurate documentation, investigation notes and knowledge resources that strengthen support quality and consistency.
• Identify recurring support trends and contribute ideas that improve processes, documentation and the overall client experience.
• Build strong product knowledge while supporting clients through onboarding, new feature releases and platform adoption where required.

About you

• 2+ years' experience in a Technical Support role within a SaaS or cloud-based environment.
• Knowledge of accounting practice workflows and operations is highly regarded.
• Proven ability to troubleshoot technical issues, identify root causes and deliver effective solutions for clients.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
• Experience working collaboratively with Product and Engineering teams to investigate issues and improve customer outcomes.

Why work for FYI?

• Highly competitive remuneration aligned to your experience and impact.
• Flexible hybrid working from our Adelaide CBD office.
• Professional development opportunities to grow your technical capability and career as FYI continues to scale globally.
• Paid Parental Leave, celebration leave and additional leave at key service milestones.
• Regular team events and company retreats that build connection and alignment.
• A supportive, high-performing culture where your ideas are encouraged and recognised.

How to apply

Please submit your resume and a brief cover letter outlining your alignment to this position and why you want to join FYI.

Our promise is a fair and considerate recruitment process. You'll always hear an outcome from us, and we'll share feedback where we can.