At GoLogic, we value innovation, trust, security and people-first strategies. We're committed to continuous improvement in everything we do. Every day is an opportunity to learn, celebrate accomplishments and foster a culture of growth. Our team brings talent, respect, passion, and proactiveness to create an exceptional workplace.

We are an established, yet fast-growing business with a start-up culture, so if you thrive in an environment of collaboration, multi-tasking and continuous improvement... we may be a great fit for you!

Benefits and Perks

Some of the things that existing employees love about GoLogic include:

• A competitive salary with superannuation

• The flexibility to work from home every Friday

• Free parking- located in Alexandra Headland

• Daily gourmet lunches prepared by our corporate chef

• Barista-style coffee, morning tea, and a fresh juice bar

• An enviable health benefits program

• A talented team and a great team environment.

About the Role

We're looking for a Customer Support Technical Team Lead to own the customer support function. You'll manage a small support team, act as the bridge between customers and our internal teams, and make sure issues get resolved, not just acknowledged, within SLA timeframes. This role balances people management, technical problem-solving, and cross-functional communication.

What You'll Do

• Lead a small engaged support team -coach, set standards, and keep the team sharp. You're player-coach, not just a manager. You handle escalations, technical queries and jump into the queue when needed.

• Be the voice of the customer internally - represent customer pain points, patterns, and priorities to the engineering and sales teams. You don't just relay tickets; you advocate for solutions.

• Work directly with the engineering & product teams - understand how the product is built, how releases ship, and where things break. Participate in incident response and RCA. Flag systemic issues before they become emergencies. Liaise with suppliers on external issues.

• Partner with Sales - support pre-sales technical questions, win marketing-generated leads and assist the sales team with onboarding high-value accounts, and provide the customer context that closes deals and prevents churn.

• Build and maintain support tooling - set up and manage monitoring, logging, and debugging tools like Grafana. Manage workflows and documentation through Jira and Confluence. Create dashboards that give your team (and the broader org) visibility into product health and customer impact.

• Establish process - define SLAs, triage workflows, escalation paths, and improve technical & non-technical documentation. Continuously improve how support operates.

• Push the boundaries with AI - actively identify opportunities to introduce AI into support workflows - whether that's intelligent ticket routing, automated first responses, AI-assisted troubleshooting, or surfacing knowledge base answers. You're not waiting for someone else to bring AI to the team; you're the one driving it.

What We're Looking For

Must-haves:

• 5+ years in a technical support or customer success role, with at least 2 years leading or mentoring others

• Strong customer-facing communication - you can de-escalate, explain technical concepts clearly, and build trust

• Technical aptitude - you're comfortable reading logs, writing basic queries, using APIs, and navigating a modern SaaS tech stack (or you pick these things up fast)

• Hands-on experience with Grafana or similar reporting tools for monitoring and observability

• Working knowledge of Jira and Confluence for ticket management, project tracking, and team documentation

• A genuine eagerness to leverage AI tools to improve support efficiency, response quality, and customer experience - and the initiative to experiment and implement

• Ability to context-switch between a customer call, a sprint planning meeting, and a production incident without missing a beat

• Clear, concise written communication - for internal docs, customer responses, and cross-team updates alike

Nice-to-haves:

• Experience working closely with engineering teams in an agile environment

• Familiarity with SQL, browser dev tools, or scripting for debugging and data pulls

• Hands-on experience with AI/ML tools, LLMs, or building AI-assisted workflows (chatbots, copilots, auto-classification, etc.)

• Background in B2B SaaS

• Experience building a support function or process from scratch (or close to it)
  

What You Won't Be Doing

• Sitting in a silo. This role is deeply embedded across various disciplines.

• Managing from a spreadsheet. You'll be in the product, in the tickets, and in the conversations.

Why This Role Matters

Support is where our product meets reality. You'll have a direct line to what's working, what's broken, and what customers actually need. The right person in this role doesn't just reduce ticket volume - they make our product better.

Apply today

Please submit your resume and a 1-page cover letter which highlights the following:

• the size of the teams you have had experience leading

• examples of types of technical escalations and tools you've used

• share some results and achievements from past roles.

This is a full-time, in-office role based on the Sunshine Coast, QLD. This is not a remote role.

Note: We are unable to offer sponsorship. Applicants must have permanent working rights in Australia.