Customer Support Specialist, APAC

Role overview

Serve as the primary customer support contact for research institutions across the Asia-Pacific region using animal colony management software. You will resolve user issues, coordinate with specialist teams, and build regional customer relationships, while bringing customer feedback and regulatory context to global product and support groups.

Responsibilities

- Manage support requests from initial contact through resolution, prioritizing urgent cases and escalating when needed. - Keep ticket records accurate and provide customers with timely progress updates. - Coordinate with technical support, configuration, product, and development colleagues on complex issues. - Hold regular customer check-ins, host quarterly regional community meetings, and contribute to planning a user group meeting every other year. - Partner with customer success and project teams on account health and training needs, and deliver technical training to clients. - Represent regional customer needs to product and development teams, following feedback through to an outcome.

Requirements

- Bachelor of Science in biology or a related life science discipline. - At least one year in a customer-facing or client support role. - Strong analytical and troubleshooting ability, with the capacity to learn software quickly. - Clear written and verbal communication, including explaining technical issues and facilitating customer meetings. - Calm, professional judgment when handling escalations, prioritizing varied work, and deciding when to resolve or seek guidance. - Ability to work independently as the regional team member and build relationships with stakeholders at different levels. - Full working rights in Australia.

Nice to have

- Experience in animal research or a laboratory animal facility. - SaaS or software support experience, or familiarity with colony management and laboratory information systems. - Knowledge of Australian animal research guidance, ethics committees, or regulatory requirements elsewhere in the Asia-Pacific region.

Benefits and work setup

- Full-time, remote role based in Australia, with Melbourne or southern Australia preferred. Early meetings with US and European teams are typically around 7:00 a.m. local time one or two mornings per week, with hours adjusted around them. - Travel may reach 10% for customer visits, training, or team events. Structured onboarding includes in-person training with the global support team. - Salary is listed at AUD $85,000–$100,000 plus superannuation.