About Firmable

Firmable helps sales, marketing, and revenue teams win by giving them deep, localised B2B intelligence. As our customer base grows across ANZ, SEA, and the US, support needs to scale without pulling CSMs into technical work. This role makes that possible.

The Opportunity

This is a senior support role with real ownership. You’ll be the technical backbone of the Customer function, owning the resolution of complex product, integration, and data issues while building the self-serve machine that lets support scale with the customer base.

You’ll work closely with the Head of Customer and the CSM team to:

• Own the technical support layer so CSMs stay focused on adoption and commercial engagement
• Resolve complex integration, CRM configuration, and data issues that L1 specialists escalate
• Build and improve help centre content, chatbot coverage, and self-serve resources that deflect volume over time

What You’ll Be Doing

• Resolve complex, multi-system technical issues across integrations, CRM setup, browser extension, and data queries
• Manage support throughput across channels (email, chat, calls) as the customer base scales
• Build and maintain help centre articles, FAQs, and internal knowledge base content
• Improve chatbot coverage and self-serve deflection to keep support scalable as new markets come online
• Assist our Sales team with technical pre-sales support and integration setup for new customers
• Escalate to engineering with clear, well-documented tickets when needed
• Identify recurring issues and feed insights back into product
• Guide L1 Support Specialists on technical problem-solving and escalation quality
• Extend support coverage hours as SEA and US accounts begin onboarding

What We’re Looking For

This role suits someone who is technically strong, operationally disciplined, and motivated by building systems that scale.

You’ll likely be a strong fit if you:

• Have 3+ years in customer support or technical support (B2B SaaS preferred)
• Are confident troubleshooting integrations, CRM configurations, APIs, and data issues independently
• Have a strong instinct for building self-serve resources that reduce inbound volume
• Can manage a high-throughput queue without letting quality or detail slip
• Are comfortable working across tools like HubSpot, Intercom, Zendesk, or similar
• Can mentor junior specialists through expertise, not just seniority
• Understand that support protects revenue by keeping CSMs focused on the work that drives retention and growth
• Firmable is open to applicants on Working Holiday Visas

Why Join as a Senior Support Specialist

• Own the technical support layer for a growing, multi-market customer base
• Build the self-serve machine that makes support scalable long term
• Clear progression into Team Lead, management, or specialist tracks
• A team that values capability and problem-solving, not ticket volume

Who This Role is NOT For

• Are looking for a role where seniority just means harder tickets
• Prefer scripted responses and rigid escalation paths over using your own judgement
• Are not interested in building help content, improving chatbot coverage, or designing scalable support systems
• Struggle with ambiguity or need clearly scoped tasks handed to you
• Want a large, structured support team with narrow areas of ownership
• This role is best suited for someone who wants to own the technical quality of support, build systems that scale, and keep the broader Customer function focused on where it creates the most value.