About FYI: FYI is a product-led SaaS company built by accountants, for accountants. Our platform unifies cloud document management, automation and practice management into one intuitive solution, helping firms eliminate manual processes and focus on higher-value work. Behind our product is The FYI Way. Our operating system built on clarity, consistency and excellence. We scale with structured processes, automation and AI, clear expectations and measurable outcomes that keep teams aligned and performing at a world-class standard. The position: As a Senior Support Specialist, you will play a critical role in our support operations by triaging and qualifying Level 1 escalations and working closely with other specialists, the Head of Support, Product and Engineering to investigate patterns, reduce repeat enquiries and drive smarter long-term solutions. You will act as the subject matter expert for our internal CRM team, partnering closely to enhance system performance, strengthen automation and improve internal processes that directly impact the employee and client journey. This is an exciting opportunity for someone eager to grow their career as we continue to deliver world-class SaaS products and scale our global team. Key responsibilities: Triage, investigate, and resolve complex or high-priority technical escalations. Maintain accurate, structured documentation within the ticketing system, ensuring investigation steps and outcomes are recorded consistently. Identify recurring support themes and collaborate with Client Success, Product and Engineering to reduce repeat enquiries and strengthen platform quality. Escalate technical issues in line with documented procedures and contribute to improving escalation discipline and frontline troubleshooting capability. Mentor and guide Support team members, including contributing to FYI’s graduate program. About you: Experience diagnosing technical or system-related issues and identifying root causes within a structured support environment. Proven ability to manage tickets or cases with accurate documentation and disciplined follow-through. Strong written and verbal communication skills, able to explain complex technical information clearly and confidently. Ability to collaborate effectively across Support, Product and Engineering teams. Knowledge of accounting practice workflows is highly regarded. Experience mentoring or coaching junior team members is desirable. You’ll need valid working rights in Australia and the ability to complete satisfactory background and verification checks, as part of our standard recruitment process. Why work for FYI? Highly competitive remuneration aligned to your experience. Truly flexible working arrangements, including hybrid or remote options and adjusted hours to suit your lifestyle Professional development opportunities to accelerate your growth as FYI continues to expand globally. Paid Parental Leave, celebration leave and additional leave at key service milestones. Regular team events and company retreats that build connection and alignment. Access to modern technology, working spaces and the tools you need to do your best work. A supportive, high-performing culture where your ideas are encouraged and recognised. How to apply: If you are driven by impact and excited to help lead what comes next at FYI, we would love to hear from you Please submit your resume and a brief cover letter, outlining your alignment to this position and why you want to join FYI. Our promise is a fair and considerate recruitment process. You’ll always hear an outcome from us, and we’ll share feedback where we can.
