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Platform Specialist

Full Time

Website Marketplacer

Marketplacer is a global SaaS company headquartered in Melbourne, Australia, which enables our customers to create all types of marketplaces. We are recognized as one of the world’s leading providers of online marketplace software.

We are growing fast and need a Technical Support Specialist to join our team to resolve tech issues and provide world-class product support to our customers and partners, in a fast paced environment. This role requires a good understanding of digital businesses and web technology, as well as an ability to learn the features and functions of a SaaS ecommerce platform.


You’ll Spend Time On The Following

  • Provide advanced frontline technical support and solve complex technical challenges for our global customer base and partners.
  • Use advanced troubleshooting techniques to identify the source of customer issues and provide a prompt and appropriate solution.
  • Assist with the identification, reproduction and escalation of product issues and bugs to the engineers.
  • Support high severity incidents as part of our incident management and response team, including being part of a rotating on-call schedule to support our global customer base
  • Assist with the enhancement of the Marketplacer Knowledge Base (Help Centre)
  • Maintain high level of product knowledge
  • Contribute to continuous improvement initiatives across our global support team
  • Collaborate with cross-functional teams, including Customer Success, Product & Engineering)

We’re Excited About You If You Have

  • 1+ years of relevant work experience in level 1 /2 customer support, technical support or other support roles
  • Knowledge around SaaS technologies and platforms
  • Experience with ecommerce platforms, such as Shopify, Commerce Cloud highly regarded.
  • An expert in Zendesk (or similar system)
  • Good understanding of JavaScript, XML, HTML and CSS
  • Knowledge of API’s, including REST and GraphQL highly regarded
  • Passionate about Customer Support, problem solving, outcome focused, ability to work autonomously and collaborate with the wider team
  • Zendesk experience preferred
  • Exceptional customer service and communication skills, plus the ability to multitask and prioritise with a sense of urgency, will be essential to be successful in this role.


We Value Support Specialists Who:

  • Be Bold – You’re not afraid to fail fast, you ask for forgiveness not permission, you solve problems other can’t and you’re always innovating
  • Be their Best – You’re authentic, balanced, curious and most of all, a good human
  • Make it happen – You’re accountable to focus on quality, you measure twice and cut once and most importantly you get sh!t done whilst executing with pace
  • Grow together – We have your back because together we win. We are obsessed with our members/customers
  • Make it easy – Our products are intuitive, we’re easy to work with and we remove blockers

You’ll love working for us because:

  • We’re a culture of smart, fun and values driven people, where everybody’s voice matters
  • You’ll be provided with a top-of-the-line laptop of your choice (MacBook, Dell XPS, etc) and any software that you need to do your job
  • Plenty of autonomy and opportunity to grow, regular check ins with your manager
  • Access to our learning platform with over 90,000 courses & videos to choose from
Let us apply for you (from 10$)

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