Intellihub
energy
TechnicalSupportSpecialist
“Technical Support Specialist at Intellihub. Skills: technical support, SaaS support, software-focused operational role, energy optimisation and efficiency platforms, energy management systems software platforms, cloud-based systems, ticketing systems, incident management, collaboration with engineering, operations, and customer-facing teams, communication skills, managing competing priorities, problem solving. Provide timely, accurate technical support to end users, clients, and internal teams v”
What You'll Achieve.
resolution within SLAs; improve platform reliability; minimal system downtime; optimal energy performance
Industry & Context.
Investigate, diagnose, and resolve software, platform, and integration issues; proactive and methodical approach to problem solving
What They're Looking For.
Must Have
2+ years’ experience in a technical support, SaaS support, or software-focused operational role, ability to troubleshoot and diagnose issues across energy management systems software platforms, integrations, and cloud-based systems, Experience working with ticketing systems and managing incidents end to end, through to resolution, including clear documentation, Comfortable collaborating with engineering, operations, and customer-facing teams to resolve complex technical issues, written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences, Skilled in managing competing priorities in fast-paced, high-demand environments, ensuring minimal system downtime and optimal energy performance, A proactive and methodical approach to problem solving, with attention to detail and ownership mindset, Ability to adapt in a rapidly evolving renewable energy landscape, supporting new technologies, system upgrades and continuous improvement initiatives, focused on efficiency
Nice to Have
Tertiary qualifications in IT or Computer Science, highly desirable, Experience working with energy optimisation and efficiency platforms, Energy industry experience, Experience using Jira or similar tools
What You'll Do.
accurate technical support to end users
and internal teams via agreed support channels
and integration issues
escalating where appropriate
Manage support tickets effectively
ensuring accurate documentation
and resolution within SLAs
Contribute to the creation and maintenance of support documentation
and troubleshooting guides
Identify recurring issues and recommend process or system improvements to reduce future incidents
Support platform monitoring
and post-incident reviews as required
How You'll Work.
Team & Collaboration
Collaborate with Engineering, Operations, and Client Success to resolve complex issues and improve platform reliability; Communicate clearly with stakeholders on issue status, root cause, and resolution progress; Comfortable collaborating with engineering, operations, and customer-facing teams to resolve complex technical issues
Communication Scope
written and verbal communication skills; ability to explain technical concepts to non-technical audiences; Communicate clearly with stakeholders on issue status, root cause, and resolution progress
Process & Methodology
Manage support tickets effectively, prioritisation, managing competing priorities
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