As a Technical Support Developer, you will play a key role in providing technical support, web development, database management, and client service. You will act as the bridge between technical execution and client satisfaction, ensuring clients receive exceptional support while maintaining the quality, reliability, and performance of our web-based platforms. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and hands-on experience working with both front-end and back-end technologies. **Company Profile:** Our client is an Australian-based SaaS software company founded in 1998 that specializes in developing online community and web application platforms. With over 25 years of experience, the company serves more than 100 clients across Australasia, Asia, the UK, and the Middle East, including organizations in the education, nonprofit, NGO, and corporate sectors. With offices in Australia and the United Kingdom, Potentiality delivers innovative, scalable, and secure technology solutions that help organizations build engaged and connected communities. As they are continuously expanding, they are looking for a versatile and proactive Technical Support Developer to join their team. This is an excellent opportunity to work remotely with a highly skilled engineering team in Australia, further develop your technical expertise, and contribute to delivering high-quality software solutions that meet client needs. **Duties and Responsibilities:** - **Technical Support & Troubleshooting** - Diagnose, troubleshoot, and resolve website, application, and system- related issues - Investigate bugs, functionality problems, and user-reported concerns - Escalate complex issues when required and follow through to resolution - **Client Support & Ticket Management** - Manage and prioritise support tickets in accordance with service levels - Provide timely updates and communicate solutions clearly to clients - Build strong client relationships through professional and responsive support - **Database & Data Management** - Upload, manage, and maintain client data accurately - Create and manage custom database fields and structures based on client requirements - Ensure data integrity, consistency, and security across systems - **Website Development & Design** - Update and maintain website layouts and content - Implement client branding requirements and design changes - Ensure websites are fully responsive across desktop, tablet, and mobile devices - **Quality Assurance & Testing** - Conduct comprehensive testing of websites and platform functionality - Identify and resolve bugs, layout issues, and performance concerns before deployment - Verify system changes meet client requirements and quality standards - **Front-End Development** - Develop and maintain HTML, CSS, and JavaScript components - Troubleshoot website templates and email rendering issues - Optimise website performance and user experience - **Client Consultation** - Provide technical guidance and recommendations to clients - Assist clients with platform usage and best-practice solutions - Translate technical concepts into clear, non-technical language

• Execute, monitor, and optimize routine data workflows supporting bioscientific, genomic, and clinical data processing • Load, validate, and assess data quality across multiple data types, ensuring completeness, accuracy, and consistency • Perform smoke testing and validation during application releases, updates, and pipeline changes • Troubleshoot user, data, and system issues, including workflow failures, data inconsistencies, and application performance concerns • Analyze application usage, data flow, and system performance using queries, logs, and analytics tools to generate actionable insights • Develop and enhance dashboards, reports, and lightweight automation to improve visibility into workflows and system health • Document processes, workflows, and standard operating procedures, contributing to knowledge sharing and operational scalability • Collaborate with engineering and scientific teams to triage bugs, refine requirements, and support enhancements to data workflows and applications • Identify opportunities for workflow optimization, automation, and improved data handling, and contribute to implementation efforts • Communicate system updates, issues, and insights to technical and non-technical stakeholders

• Deliver outstanding customer support via chats, emails and tickets; • Managing troubleshooting processes, handling escalations, and backlog maintenance; • Build strong and lasting customer relationships; • Keep up with evolving tools and technology; • Handle sensitive customer data with care and security; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI; • Communicate with other teams.

• Provide technical Level 1–2 support for HR systems, integrations, and HR service management tools. • Investigate and resolve low to moderate complexity issues related to HR workflows, roles and permissions, interfaces, and employee data. • Monitor SLAs and KPIs for HR Technology and Projects, analyze case drivers, root causes and system defects, facilitate operational prioritization. • Monitor and analyse HR solutions roadmap incl new releases and maintain enhancement and change request backlog. • Support users with system navigation, transactions, approvals, and troubleshooting. • Monitor integration errors and coordinate issue resolution with solution architects, other technical teams and vendors. • Perform routine technical system administration and data maintenance activities. • Support testing activities for releases, patches, and enhancements. • Maintain support documentation, knowledge articles, and operational procedures. • Escalate complex issues to solution architects, product owners, or other technical teams when required.