Support Engineer



Customer Service
Posted on Saturday, November 4, 2023

Support Engineer

Apply Now → & join the fun!
Instant is a technology company on a mission to power the world's most innovative brands, driving their revenue and retention on autopilot. We have grown revenue 16x in the last 6 months. We want you to be a part of scaling this velocity even further!
Instant builds magic solutions for ecommerce brands that move the needle on revenue growth and customer retention. We have delivered over 40%+ average uplifts in conversion for our customers. We added $130k+ in monthly revenue to one of our brands for example. As we expand our product suite, we are quickly embarking on the journey of making the experience of shopping across the internet, at every stage of the shopping journey, Instant (hence the name!). We’ve raised over $3.5m in venture capital led by Blackbird, as Australia’s biggest pre-seed funding round ever known to date.
There is a massive opportunity in front of us. We're building a business that is big, meaningful and innovative. And we are helping brands around the globe do the same.
Join us on the journey!

About this Role

Can you deliver an outstanding onboarding experience? Do you love helping developers solve technical problems? Then Instant is the place for you.
Instant is looking for a Support Engineer to deliver technical onboarding and support for all new brands and existing customers.
You will work closely with our Sales and Customer Success teams to ensure new customers go-live seamlessly. Post go-live, you will deliver high-quality technical support to retain a highly engaged and loyal customer base.
Your primary goal is to ensure that Instant customers quickly achieve maximum value across our product suite by delivering an exceptional support experience to our customers.

What you’ll bring to the role:

At least 3+ years of experience in technical/developer support roles - preferably within a high-growth SaaS business
A calm demeanour to prevent escalations and ease customer issues
Proven analytical and methodical problem-solving skills
Exceptional time management, organisational and communication skills
Strong team-oriented interpersonal skills
New technical support frameworks and processes for Instant
Experience providing high-touch customer service
Ability to work efficiently under pressure in a deadline-driven environment
Enthusiasm to work with us from our Sydney office.

In your first 60 days with Instant, you will:

Guide new customers through the integration of our products across their primary commerce tools, helping them activate quickly and painlessly
Develop key recommendations to improve the onboarding process
Troubleshoot directly with customers to investigate their concerns, provide regular updates, share action plans and details on the resolution
Collaborate within Instant to perform troubleshooting, debugging and root cause analysis to unblock technical issues
Capture key knowledge to prevent recurring issues
Be an advocate for customers by identifying trends to influence feature requests

Instant, more than just a job.

Competitive Salary – We commit to paying globally competitive salaries to our incredible team.
Everyone is an owner — Everyone at Instant is an owner, having equity in the company so we can all benefit from our hard work and future success.
Personal Wellness — Each team member receives an annual $1,000 allowance to spend across Wellness, Growth and Lifestyle. This could contribute towards a gym membership or educational course.
KitKat Days — We have a quarterly KitKat day where our entire team, just like the slogan, takes a long-weekend break.
Life Leave — Supporting work/life balance at Instant with an extra 2 paid days off per year for ‘Life!’ to assist with moving house, family loss or your kids sports carnival for example.
Company Socials — We allocate an annual social budget towards regularly having fun, taking a break and getting to know each other a little more as a team! Previously we have done Axe Throwing, Bowling and even Surfing together at Manly Beach… just to name a few.
Company Offsites — We always aim to go away at points across the year as a company to celebrate achievements, as well as dig deep together on company strategy, opportunities and the exciting future ahead.
Flexible Home vs Office — Instant prioritises the value, creativity and energy of being together in person, based in our newly opened office in the tech heart of Sydney, Surry Hills. We have a flexible balance, and work from home 2 days per week.
Please note: You must be currently eligible to live and work in Australia to apply for this role.
Instant provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, colour, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.
You don’t have to have every listed requirement and skill to be a great fit - you may even teach us something about what we should be looking for! If you are passionate about this opportunity and think you have the skills to succeed, please apply! If not, but you know someone who might be interested, please share this post.
Apply Now → & join the fun!