First Focus

Support Engineer

• Day shift, Australian hours (yes, really)
• Hybrid setup, because commuting daily is a personality test
• Work alongside genuinely smart engineers (the good kind, not the ego kind)
• Real ownership of client environments, not just “close ticket, move on”
• Clear growth path, we actually promote from within
• Enough variety to keep things interesting, without chaos

Senior Support Technician

Customer Success Manager

• Drive client engagement and stack adoption
• Develop strategies to increase stack attainment across the client base
• Identify engagement gaps and design targeted initiatives to drive product uptake
• Translate technical offerings into clear, actionable client value propositions
• Build and manage a segmented engagement framework based on client profile, lifecycle stage, and product usage
• Customise communication delivery across channels such as email, SMS, client portals, and campaigns
• Use CRM and engagement data to trigger timely, relevant client interactions
• Create and execute a rolling client engagement calendar aligned to business priorities
• Deliver campaigns including product adoption initiatives, lifecycle communications, webinars, and updates
• Ensure all activity complements and enhances Technical Account Manager (TAM) interactions
• Work closely with TAMs, Sales, Product, and Marketing to identify engagement opportunities
• Align communications with events, campaigns, and product releases
• Build a coordinated calendar that reinforces key client messages across all touchpoints
• Develop templates, playbooks, and workflows to standardise engagement delivery
• Track and report on engagement metrics, stack attainment, and client activity
• Continuously refine the approach based on performance data and client behaviour

Senior Support Technician

Client Engagement Manager – IT