Firmable
Firmable is the market-leading B2B sales intelligence platform in Asia-Pacific. Our competitive moat is our data, the deepest, most localised company and people dataset in every market we operate in. We've proven the model in ANZ. Now we're scaling it across Southeast Asia and North America. Customers only get value from that data when problems get solved quickly and clearly. This role closes that loop. The Technical Support Specialist is the first hire into our new Southeast Asian support hub. You'll operate the tooling, the response standards, the knowledge base, and the feedback loop back into product, and the team will grow around you. Almost all of our customers sit in Australia and New Zealand today, so that's where most of your work will sit to begin with. As our Southeast Asian and North American bases grow, so does the spread of time zones we need to cover. Rather than stretch one team across all of them, we're building the hub where you are. This is not a ticket-queue role. You'll triage and resolve quickly, but you'll also think commercially about where friction is costing us retention, where documentation can replace a ticket entirely, and where support insight should be shaping product and CS priorities. Reporting into the Senior Customer function. ~75% hands-on resolution: tickets, integrations, billing, knowledge base. ~25% process, documentation, and commercial feedback into the team. What You'll Own Customer issue resolution: triaging and resolving inbound queries via email, chat, and occasional calls, mostly from Australian and New Zealand customers to start with Technical troubleshooting: product, integration, and data issues, escalating complex problems with clear documentation that engineering can action Billing & subscription administration: handling plan changes, billing queries, and internal change requests through Stripe, accurately and efficiently Knowledge base & documentation: maintaining help centre articles, FAQs, and internal documentation so customers and the team can self-serve Onboarding & adoption support: contributing to activities where support involvement accelerates time to value for new customers Commercial feedback loop: surfacing repetitive friction points, customer insights, and product feedback to the CS and product teams in Australia What We're Looking For Must Haves 2+ years in customer support, technical support, or a solutions-adjacent role, ideally B2B SaaS Clear communicator: you can explain technical concepts to non-technical users without condescension Technically curious: you dig into problems rather than passing them along, and you enjoy the digging Comfortable with async communication across time zones, particularly with colleagues in Australia Sharp commercial instincts: you understand support enables revenue, not just resolves tickets Open to shift work as the hub grows and we extend coverage across time zones You live and breathe AI tools. You use AI for ticket diagnosis and triage, documentation drafting, investigation, and workflow automation as your default way of working, not a productivity experiment. Highly Valued Experience with support and CRM tools: HubSpot, Intercom, Zendesk, or similar Experience with Stripe or comparable billing platforms Prior experience supporting B2B data, sales intelligence, or integration-heavy SaaS products Experience supporting customers across more than one time zone Startup or scaleup background where you've had to build the standard, not inherit it The Environment Firmable runs lean and ships fast, small senior teams, no layers, minimal process. The Customer function operates at continuous pace, with the autonomy to work how you work best. As the first hire into the hub, you won't inherit a finished playbook. How we handle tickets, what good looks like, how the knowledge base is built: much of that is still open, and you'd have real influence over it. You'd get exposure to the full customer lifecycle and how support drives retention, and a clear path through Senior Support Specialist, Team Lead, and specialist tracks as the team grows around you.
Firmable
