Technical Support Team Leader (L2)

About the organization

The organization is one of Australia and New Zealand's leading business software companies, providing ERP, payroll, and workforce management solutions to mid-market businesses. Their product is a highly configurable cloud ERP platform covering financials, inventory, workforce management, and payroll, used by hundreds of businesses across AU and NZ.

Why This Team Exists

The organization is evolving its support model. Routine queries are now handled by AI. Complex technical issues the ones that require real investigation, structured troubleshooting, and genuine problem-solving are owned by this L2 team. You will work alongside the team's retained Australian L3 technical team on an ongoing basis, building a close working relationship that goes well beyond the initial transition period.

What You Will Be Doing

• Own complex technical support cases from initial triage through to resolution not handing off after a first response.

• Replicate customer issues in a sandbox environment to confirm the problem and identify the correct resolution path.

• Identify and execute existing diagnostic scripts to resolve known issues efficiently.

• Troubleshoot configuration, data, workflow, and integration issues, you will specialise in a defined cluster of modules, not be expected to know all 30 from day one.

• Proactively call customers or partners when it will get a faster outcome you should not need to be asked to pick up the phone.

• Manage cases through the digital support portal with clear, professional written communication at every step.

• Escalate to the Australian L3 team when issues are genuinely novel with your investigation already documented.

• Work closely with the retained AU L3 team on an ongoing basis as the product evolves and new scenarios emerge.

What We Are Looking For

• Experience in technical or application support for complex software ERP, payroll, workforce management, or comparable enterprise platforms.

• Structured troubleshooting capability able to isolate root causes using logs and diagnostic data, not just escalate immediately.

• Comfortable identifying and executing existing SQL scripts for known issues. You do not need to write new scripts from scratch.

• Able to identify whether an issue is on the ISV or API side and escalate appropriately deep API coding is not required.

• Professional written English the majority of support is digital and your communication must be clear and accurate throughout the case lifecycle.

• Comfortable picking up the phone proactively when it will produce a faster outcome for the customer or partner.

What Stands Out

• Acumatica ERP or payroll experience support or implementation background. This is not a hard requirement, but having this is highly valued.

• Experience with other ERP platforms such as SAP, Microsoft Dynamics, NetSuite, or Oracle is preferred.

• Payroll or workforce management platform support experience Employment Hero, KeyPay, Ceridian, ADP, or similar.

• SQL familiarity for diagnostic purposes.

• Experience supporting highly configurable or customisable enterprise software environments.