{"id":2966877,"url":"https://alion.io/job/transnetyx-customer-support-specialist-apac","title":"Customer Support Specialist, APAC","company":{"id":3867515,"name":"Transnetyx","domain":"transnetyx.com","url":"https://alion.io/company/transnetyx","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"posting_text","remote_working_hours":{"label":"UTC-6 – UTC+10","utc_offset_min":-6,"utc_offset_max":10},"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":["CN","IN","JP","AU","ID","MY","NZ","PK","PH","KR","TW","TH","VN","AS","BD","BT","BN","KH","CK","TL","FJ","PF","GU","KI","LA","MV","MH","FM","MN","NR","NP","NC","NU","NF","MP","PW","PG","PN","WS","SB"],"hiring_countries_total":49,"salary":{"min":85000,"max":100000,"currency":"AUD","period":"year","gross":null,"usd_annual":70222},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-20T23:15:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-29T06:05:31Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Customer Support Specialist, APAC\na-tune (a Transnetyx company) | Australia (remote), Melbourne or southern Australia preferred | Full-time\nLocation: Fully remote, home-based in Melbourne or Southern Australia (AEST/AEDT)\nDepartment: Support & Service Delivery\nTravel: Up to 10% of the time, domestically and internationally. This may include onsite customer visits once you are fully trained, the APAC User Group Meeting every second year, and in-person training or team meetings.\nCompensation:$85,000-$100,000 AUD per year, plus superannuation, depending on qualifications and experience.\nABOUT THE ROLE\nDo you have a background in life science or animal research, and enjoy solving problems and building relationships? Join a-tune as our Customer Support Specialist for the Asia-Pacific region and become the trusted voice of the customer for research institutions using tick@lab, our animal colony management software.\nOur APAC community is highly engaged and values having a dedicated advocate in the region. You will be that person. Your day-to-day will focus on supporting the customer. As you grow in the role, you will take on more regional customer care and Voice of the Customer work, becoming the primary communication channel between APAC customers and our global teams.\nWHAT YOU'LL DO\nCustomer support (your core focus)\nBe the first point of contact for tick@lab Support in APAC, resolving issues submitted through our web-based support portal.\nOwn customer communication from first contact through resolution, prioritising and escalating urgent issues to meet service levels.\nPartner with Technical Support, Configuration, Product and Development when an issue needs deeper expertise, and coordinate regional coverage with our APAC Technical Support Specialist.\nKeep accurate ticket records and keep customers informed of updates through the tick@lab support hub.\nRegional customer care and community\nLead regular check-ins with assigned customers to review open items, listen to concerns and escalate urgent matters.\nHost the quarterly APAC community meeting (virtual to start, with the potential for onsite meetings once fully trained), sharing new features and creating space for customers to learn from each other.\nHelp shape and plan the APAC User Group Meeting, held every second year.\nUnderstand the regulatory requirements of customers across the region and apply them to your support, meetings and events.\nPartner with our Customer Success Manager and Project Leads on account health and training needs, and provide technical training for clients.\nTeam contribution and growth\nAdvocate for APAC customer needs and bring their feedback to Product and Development, following requests through to a clear outcome.\nBuild strong working relationships with our global Support teams, Product and Development, and Sales in the region.\nOwn your onboarding and training, including in-person training with our US team.\nWHAT YOU'LL BRING\nEssential\nBachelor of Science in Biology or a related life science discipline.\nAt least one year of experience in a customer-facing or client support role, such as supporting customers, researchers or facility users.\nAbility to learn software quickly and troubleshoot user issues using sound analytical and problem-solving skills.\nHigh-level written and verbal communication skills, including explaining technical information clearly to customers and stakeholders at all levels.\nThe ability to stay calm, confident and professional when managing escalations and advocating for customers.\nExperience facilitating virtual meetings with customer groups and building relationships at all levels, including institutional leadership.\nStrong organisational skills, attention to detail and the ability to prioritise a varied workload and respond promptly to urgent issues.\nThe ability to work autonomously as our sole team member in the region, with sound judgement on when to resolve, escalate or seek guidance.\nHighly regarded\nExperience in animal research, such as working as an animal technician, colony manager or in a similar role within a laboratory or research animal facility.\nDesirable\nExperience supporting customers in a technology or software-as-a-service (SaaS) environment.\nFamiliarity with the Australian Code for the Care and Use of Animals for Scientific Purposes and working with Animal Ethics Committees.\nAwareness of animal research regulatory requirements in New Zealand and the wider Asia-Pacific region, or the ability to develop this knowledge quickly.\nExperience using colony management, laboratory information or similar database systems.\nWORKING ARRANGEMENTS\nThis is a full-time, remote role based in Australia, with a preference for Melbourne or southern Australia, where most of our APAC customers are located. You will report to our Director of Global Customer Support, who is based in the US (Central Time).\nFlexible schedule: You will join regular early-morning meetings with our US and EU teams, typically around 7:00 AM AEST/AEDT, one to two mornings per week. Your working hours will be adjusted to balance these commitments.\nTravel: Up to 10% of the time, domestically and internationally. This may include onsite customer visits once you are fully trained, the APAC User Group Meeting every second year, and in-person training or team meetings.\nWork rights: You must have full working rights in Australia.\nEmployment: This role is employed through our Australian employment partner, with benefits in line with Australian employment standards.\nSALARY\n$85,000-$100,000 AUD per year, plus superannuation, depending on qualifications and experience.\nWHY JOIN US\nAt a-tune, a Transnetyx company, our work serves the research community, and our culture is built on our Pursue the Pulse YX values: every person has a voice, be yourself, be kind, stay curious, and leave every interaction better than you found it.\nBe the dedicated advocate a highly engaged regional community has asked for, with real influence on how our products evolve.\nStructured onboarding and ongoing learning, including in-person training with our global Support team.\nA culture of belonging, collaboration and 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