Role Description 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. 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 Qualifications - Strong experience with C# development - Solid knowledge of JavaScript, HTML, and CSS - Experience with responsive web design and cross-browser compatibility - Working knowledge of SQL and relational database management - Understanding of web application architecture and troubleshooting techniques - Strong analytical and problem-solving skills - Excellent verbal and written communication abilities - High attention to detail and commitment to quality - Strong organisational and time-management skills - Ability to manage multiple priorities in a fast-paced environment - Customer-focused mindset with a proactive approach to support Requirements - Experience supporting SaaS platforms or web-based applications - Familiarity with API integrations and third-party services - Knowledge of email template development and troubleshooting - Experience with version control systems such as Git Benefits 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.

• Lead and grow the team • Lead, coach, and develop a team of support engineers; set a high standard for investigation rigour and customer communication. • Run the team's operating rhythm: queue triage, standups, case reviews, escalations and 1:1s. • Recruit, onboard, and ramp new support engineers as the function scales across regions. • Provide on-the-spot coaching during live incidents and complex escalations. • Own support engineering operations • Own queue health and SLAs across L2 support; ensure timely, high-quality resolution of customer-reported issues. • Track and report key metrics (response/resolution times, escalation and reopen rates, root-cause categories) and turn them into action. • Handle the most complex or sensitive technical escalations personally. • Triage customer reports into well-scoped tickets with clear reproduction steps, evidence, and impact for core Engineering. • Investigate and resolve hard technical issues • Root-cause customer issues across the stack using logs, traces, and observability (e.g. Datadog), session data, and the codebase. • Ship pragmatic data fixes and tightly-scoped code fixes where appropriate, and partner with Engineering to land deeper fixes. • Use and extend internal tooling to resolve issues safely at scale via permissioned access to internal data and actions. • Turn signal into durable improvement • Spot recurring issues and product pain points; codify "tribal knowledge" into runbooks, checks, and self-serve internal interfaces. • Drive systemic fixes — feed clear, prioritised signals into Product and Engineering and follow them through to resolution. • Maintain and improve internal and customer-facing support content based on real ticket trends.

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