Technical Support Engineer

About the company

Humanforce builds an integrated human capital management platform designed for frontline and flexible workforces. Its suite brings together workforce management, HR, talent, payroll, and wellbeing tools to help organizations create better employee experiences and improve productivity. Founded in 2002, the company supports more than 2,300 customers and nearly 1 million employees across 30+ countries. Its teams operate across Australia, New Zealand, the United Kingdom, North America, and the Philippines.

The company works with organizations across sectors such as aged care, child care, health care, education, hospitality, retail, local government, and more. Customers use Humanforce to strengthen their employee value proposition and connect workforce needs with business growth, efficiency, and productivity goals.

Role overview

As a Technical Support Engineer, you will be responsible for delivering excellent support to customers and end users so they can get the most value from the platform. The role involves handling customer relationships, diagnosing technical problems, helping with software installation and testing, and working with internal teams to resolve customer issues. You will also act as a knowledgeable point of contact in areas such as awards and provide solutions within agreed service levels.

Key responsibilities

• Provide prompt, dependable, and professional technical support to users of the platform.
• Investigate software issues, identify underlying causes, and explain fixes in clear language.
• Coach customers where needed so they can use the system more effectively.
• Partner with internal teams to escalate complex matters, share learnings, and improve the support process.
• Support product verification by assisting with testing of issues and product changes.

Skills and knowledge required

The ideal candidate should be comfortable supporting modern web-based software and working across Windows, Android, iOS, and browser environments. You should be able to use browser troubleshooting tools effectively, understand databases, and write queries in Microsoft SQL Server. Familiarity with common network protocols such as TCP/IP, HTTP, TLS/SSL, RDP, and SMTP is also important, along with knowledge of file transfer methods like sFTP and experience using remote support tools such as ConnectWise Control or TeamViewer.

Nice to have

• Exposure to workforce management, HCM, or payroll systems.

Benefits

• Flexible working arrangements.
• Opportunity to join a rapidly growing technology business.
• Access to development resources through Go1 learning.
• Paid parental leave and quarterly wellbeing days.
• Employee referral program with rewards for successful introductions.
• Supportive, energetic, and friendly team culture.
• A chance to contribute to improving the world of work.

Work style and flexibility

The organization encourages people to make thoughtful choices about where and when they work. Its preference is to support hybrid working where possible, combining office and home-based work to help team members stay effective, empowered, and productive while meeting both personal and career goals. Flexible working may look different depending on individual needs.

Values

• Be bold.
• Be committed and fully engaged.
• Put the customer first.
• Do what you promise.
• Act with integrity and kindness.

Diversity and inclusion

The company is actively seeking people from all backgrounds and welcomes applicants of different cultures, ages, genders, neurodiversity, religions, sexual orientations, and life experiences.