Sydney, New South Wales, Australia · Hybrid
ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers,…
Skills: Technical Troubleshooting, Customer Service, Case Management, Knowledge Base Contribution, Windows Server
Sydney, New South Wales, Australia · On-site
Overview As a Microsoft Data Center Inventory & Asset Technician Manager (DIAM), you will lead a team of Inventory & Asset Management technicians responsible for inbound/outbound logistics tasks, inventory cycle audits, …
Skills: Inventory Management, Asset Management, Logistics, People Management, Supply Chain Management
Sydney, New South Wales, Australia · Hybrid
The Role FrankieOne is an Australian regtech company that makes it easier for financial services businesses to onboard and monitor customers safely and compliantly. Our single API connects to 350+ identity, KYC/KYB, AML,…
Skills: Vendor Management, Contract Lifecycle Management, Commercial Negotiation, Procurement, Spend Analysis
Sydney, New South Wales, Australia · On-site
About Eucalyptus We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care. Eucalypt…
Skills: AI Automation, Data Analysis, Care Pathway Design, System Implementation, User Problem Solving
Sydney, New South Wales, Australia · Hybrid
Company Description Let’s create a more sociable future together At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring peopl…
Skills: Technical Project Management, IT Infrastructure, Network Architecture, Vendor Management, Contract Negotiation
Sydney, New South Wales, Australia · Hybrid
Company Description Let’s create a more sociable future together At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring peopl…
Skills: UKG Pro Workforce Management, SAP SuccessFactors, SAP BTP, Payroll Integration, Workforce Integration Manager
Sydney, New South Wales, Australia · Hybrid
We’re big believers in the power of IRL, so for most roles we ask Campers to work from their local Culture Amp office an average of 2 days a week to unlock connection, pace and culture together. Join us on our mission to…
Skills: Commercial Law, B2B Contract Negotiation, M&A Transactions, SaaS Legal Compliance, Data Governance
Sydney, New South Wales, Australia · Hybrid
The Game Changers: Australian Payments Plus (AP+) is here to shape the future of payments for Australia. We aim to deliver more innovation to Australia’s payments ecosystem, for the collective benefit of Australian busin…
Skills: CI/CD Pipelines, Infrastructure-as-Code, Terraform, Ansible, Python
Sydney, New South Wales, Australia · On-site
Anduril Industries is a defense technology company with a mission to transform U.S. and allied military capabilities with advanced technology. By bringing the expertise, technology, and business model of the 21st century…
Skills: Systems Engineering, Robotics, Hardware Integration, Cybersecurity, Robotic Perception
Sydney, New South Wales, Australia · On-site
Who are you? You're a seasoned technical consultant who's ready to lead, not just deliver. You've run migration programs end to end, owned the client relationship and guided delivery teams through complex transformation …
Skills: AWS, Cloud Migration, Stakeholder Management, Cloud Architecture, Containerisation
Sydney, New South Wales, Australia · Hybrid
Our Why Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow. About the Role (your why…
Skills: Software Asset Management, Oracle Licensing, Compliance Reviews, Audit Defense, Contract Advisory
Sydney, New South Wales, Australia · Hybrid
Build on Experteq's position as a Trusted Partner in Regulated Industries. We are seeking a senior Business Development leader to accelerate Experteq's growth across APRA-regulated sectors, with a primary focus on bankin…
Skills: Business Development, Enterprise Sales, BFSI Domain Expertise, Strategic Pipeline Building, CxO Stakeholder Engagement
Sydney, New South Wales, Australia · On-site
Who are you? You're a technical consultant who can own a workstream end to end and deliver it well. You bring strong hands-on AWS expertise, solid consulting experience, and the consistency delivery teams and clients rel…
Skills: AWS, Cloud Migration, Platform Engineering, Infrastructure Automation, CloudFormation
Sydney, New South Wales, Australia · Hybrid
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use ou…
Skills: Strategic Relationship Management, Stakeholder Engagement, Commercial Acumen, Account Growth, Customer Success
Sydney, New South Wales, Australia · Hybrid
About Eftsure Eftsure, is a fast-scaling SaaS (Software-as-a-Service) Fraud Technology platform that protects the B2B payments of Australian businesses by providing real-time vendor (supplier) verification and real-time …
Skills: Technical Leadership, People Management, Java, AWS, Agile Methodology
Sydney, New South Wales, Australia · Hybrid
Job Description About the Team KPMG Australia’s Digital Forensics and Incident Response team includes a growing eDiscovery practice that supports clients facing complex legal, regulatory, and investigative matters. Our t…
Skills: eDiscovery, Digital Forensics, RelativityOne, Nuix, Stakeholder Management
Sydney, New South Wales, Australia · Hybrid
Company Description Supporting millions of Aussies since 1988 with low fees and competitive long-term performance. Profits back to members, not shareholders Closing date: 17th July 2026 Please note Rest does not accept s…
Skills: Enterprise Risk Management, Information Security, Cyber Security, Project Delivery Risk, Risk Assurance
Sydney, New South Wales, Australia · Hybrid
$150k–$165k/yr
Company Description Applications will close by Monday 6th July 2026 Aspect (Autism Spectrum Australia) is one of Australia’s largest autism-specific service providers, with one of the biggest autism-specific school progr…
Skills: Digital Media, Content Development, Information Technology, Inclusive Design, Project Management
Sydney, New South Wales, Australia · Hybrid
$150k–$165k/yr
Company Description Applications will close by Monday 6th July 2026 Aspect (Autism Spectrum Australia) is one of Australia’s largest autism-specific service providers, with one of the biggest autism-specific school progr…
Skills: Digital Media, Content Development, Information Technology, Inclusive Design, Project Management
Sydney, New South Wales, Australia · On-site
Join our Team We are looking for an experienced Service Delivery Manager to lead the delivery of Managed Services for key customer accounts. You will be responsible for ensuring service excellence, meeting contractual co…
Skills: Service Delivery Management, SLA Management, Stakeholder Management, Managed Services, Operational Performance
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The Software Support Specialist II diagnoses and resolves product issues for partners through various communication channels. They collaborate with cross-functional teams to document findings, manage support queues, and escalate software defects to engineering.
Candidates should have a bachelor's degree or equivalent experience and at least 2 years of relevant professional experience. Preferred qualifications include experience in technical service roles and troubleshooting Windows and Linux servers.
ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.
Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.
Game-changers, innovators, culture-lovers—and humankind.
We invite discovery and debate. We recognize key moments as milestones.
We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.
General Summary:
The Software Support Specialist II is responsible for assisting ConnectWise partners in diagnosing and resolving a partner’s product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with ConnectWise products.
Essential Duties & Responsibilities:
• Provides support to partners with close attention to detail
• Researches, analyzes, and documents findings
• May influence others within the Services & Support team through the explanation of facts, policies, and practices
• Interacts with partners to provide support via email, phone, chat, cases, and remote sessions
• Maintains a knowledge base of our products and services and provides high-quality support to partners during each interaction
• Discusses partners’ operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies
• Provides guidance and performs regular queue review for junior team members
• Identifies and escalates trending issues and potential software defects to leadership and development
• Acts as an escalation point for complex issues
• Contributes to written articles for the internal and external knowledge base
• Identifies and escalates situations requiring urgent attention to appropriate teams
• Documents partner interactions, troubleshooting, and results in a clear and concise manner and
accurately reports customer feedback to Engineering
• Manages a queue of resolving support cases
• Engages in the application of best practices per technical documentation and provides solutions based on
diagnosis of the problem
• Communicates new release features and improvements to our partners that better their experience
Knowledge, Skills, and/or Abilities Required:
• Ability to work independently on projects and processes with general supervision
• Practical knowledge of the applicable work area
• Ability to situationally adapt and understand new technology/processes as per partner requirements
• Strong customer service skills
• Strong desire to help our partners and peers
• Excellent written and verbal communication skills
• Strong interpersonal skills and willingness to work alongside multiple cross-functional teams
• Organized and strong attention to detail
• Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets
Educational/Vocational/Previous Experience Recommendations:
• Bachelor’s degree in a related field or equivalent business experience
• 2+ years of relevant experience
• Preferred: 1+ years of experience working in a technical service-oriented position
• Preferred: 1+ years troubleshooting Windows and Linux servers
Working Conditions:
• Onsite / Hybrid depending on location
• 0-10% travel may be required
ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.
The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.
Leading the IT industry forward by building essential software and uniting changemakers.
Born out of a single software solution designed to help MSPs gain control of their help desk and billing, ConnectWise has grown into a robust platform of software built for technology solutions providers (TSPs) to run their entire as-a-service business. With products aiding in business management, remote monitoring and management, remote control and access, quote and proposal automation, and cybersecurity risk assessments, integrations with hundreds of key vendors, plus the largest and most engaged community in the industry, ConnectWise has built a platform for The IT Nation. Our company is powered by our connections, our colleagues and our community. And, we accept all kinds. Game-changers,innovators, culture-lovers - and the humankind. We invite discovery and debate. We recognize key moments as milestones. We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.
Offices: 400 N Tampa St, Suite 130, Tampa, FL 33602, US · 15 Appold Street, London, England EC2A 2DL, GB · 1 Market Street Sydney NSW 2000 Australia, Suite 11.02, Level 11, Sydney, NSW 2000, AU · 220 West Kensinger Drive, Suite 300, Cranberry TWP, PA 16066, US
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