{"id":1069711,"url":"https://alion.io/job/inforcer-product-support-specialist","title":"Product Support Specialist","company":{"id":8625,"name":"Inforcer","domain":"inforcer.com","url":"https://alion.io/company/inforcer","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"A","score":90,"open_postings":10,"ghost_share":0,"stale_share":0.4,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":90000,"period":"year","method":"role_country_seniority_unknown","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Intercom","optional":false},{"name":"Service Desk","optional":false},{"name":"ITIL","optional":true},{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-09-17T14:08:27Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-10-14T03:26:55Z","board_verified":true,"closed_at":null,"days_open":27,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":27},"description":"About Us\ninforcer is one of the fastest growing technology organisations in the world and a leading provider of cutting-edge cybersecurity and AI solutions to support to the SMB market. We provide MSPs (Managed Service Providers) with the fundamental technology they need to manage and secure Microsoft 365 at scale and deliver AI services. Our mission is to be inforced in every MSP!\nAbout the Role\nWe are seeking a talented and motivated Product Support Specialist to join our team in Melboune. In this role, you will be responsible for managing day-to-day ticketing process whilst having the opportunity to build out KPI’s and Service Desk objectives.\nIf this sound like you, we’d love to hear from you.\nWhat you’ll be doing\nTriage and resolve critical incidents, delivering a high-quality IT Support Service\n\nProvide 1st and 2nd line IT support to our partners, diagnosing and resolving technical issues within our platform\n\nHandle issue tickets within Intercom in an effective manner\n\nProvide professional and empathetic support to users\n\nCreate and track metrics such as KPI’s, CSAT and build data dashboards\n\nDefine best practice and process whilst having an immediate impact to support technical incidents\n\nFollow high-severity and Major incident procedures\n\nCreate automated workflows, document processes and looking to improve the daily ticketing process\n\nProviding strong customer service to ensure our partners get the best use out of our platform\n\nCross-collaborate with Engineering and Product teams to flag customer feedback and feature requests\n\nWhat We Can Offer You\nSteep Learning curve: We believe people leave organisations when learning stops. We promise a steep and continuous learning curve to both challenge and develop our people. You are responsible for your own learning, but you’ll be surrounded by exceptional people and strong enablement, if you choose to lean into it, in an environment where it’s safe to make mistakes, try new things, and improve.\nReal impact: We operate in a high-trust and autonomous environment where you can make a real impact and difference in your role and across the company.\nTransparency and Honesty: We believe honest and clear communication creates a highly collaborative culture. It gives you the “why” we make decisions and allows you to effectively make your own. We won’t pull the wool over your eyes, we are a fast-growing start-up that comes with its own unique challenges, but we all work hard to solve them, together, as a team.\nA+ Global Team: Our people power every part of our business, and we look for individuals who bring genuine passion to their role and operate at their very best. A-players thrive when surrounded by other A-players. Our level of growth and rate of change can be hard work and challenging, but you’ll be surrounded with exceptional people that are always happy to help.\nRegular Team Socials: We celebrate our team, our milestones, promotions and achievements with social events every month.\nEmployee Recognition: Programs to recognise and reward our top contributors for their achievements and efforts. We live our company values every day and reward those people who embody them.\nSkills We Need for This Role\nPrevious experience in a similar product or technical support role\n\nKnowledge of troubleshooting (IP addressing, DHCP, DNS)\n\nTeam leading, rota management and global coverage experience will be highly beneficial\n\nPrevious experience of Intercom would be highly desirable\n\nStrong technical understanding and enthusiasm for new technologies\n\nAbility to work flexibly and support with critical issues as and when required\n\nWorking knowledge of ITIL processes would be highly beneficial\n\nKnowledge of Microsoft Office 365\n\nExcellent verbal and written communication skills, with the ability to collaborate effectively across teams\n\nInforcer is an equal opportunity employer. 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