Technical Customer Support Specialist
The role
Be the first point of contact for every Superfy customer with a question, and the last check before a new release or device reaches them.
Our customers rely on Superfy to run live collection operations. When a sensor stops reporting, an invoice looks wrong or a report won't run, they need someone who understands the whole system — software, hardware and billing — and can fix it or route it fast.
That person is you.
You will also be the customer's voice in our release process, testing new versions of the platform and every new device we integrate before it goes live
Hours: standard business hours, with some flexibility to support customers in Australian and other time zones.
What You'll Do
Customer support · roughly 60% of your time
Own inbound support across email, phone and our helpdesk, and resolve tickets end to end wherever possible
Troubleshoot the Superfy platform: user access, collection scheduling and routing, asset and fleet tracking, QR collection requests, dashboards and integrations
Diagnose IoT device issues — sensors not reporting, fill-level readings that look wrong, connectivity and SIM problems, firmware updates — and guide customers or field teams through fixes
Handle billing queries: subscriptions, container counts, add-ons, invoices and account changes, working with our finance function
Help customers build and run standard and custom reports, including ESG reporting
Support customers using our API, including account setup and first-line troubleshooting
Escalate product bugs and device faults to engineering with clear, reproducible detail, and keep customers updated until they are closed
Keep our knowledge base current, writing new help articles when the same question comes up twice
Spot patterns in support requests and feed them back to product and customer experience
Quality assurance and documentation · roughly 30%
Test new releases of the Superfy platform before they go live, covering new features, regressions and the workflows customers depend on most
Test every new device we integrate, from bench testing through to field trials, checking data accuracy, connectivity, battery behaviour and how readings appear in the platform
Write and maintain test cases and release checklists
Log defects clearly, verify fixes, and give a go or no-go view on release readiness
Turn what you learn in testing into customer-ready documentation, including troubleshooting guides, device installation instructions and best-practice guides, and keep it up to date as the platform and devices change
Help write release notes and brief customers on changes that affect them
Wherever you're needed · roughly 10%
We are a startup of 12 (6 In Dublin). Everyone here picks up work outside their primary role, and you will too. That might mean supporting customer onboarding and training, helping with a device deployment, preparing material for a sales demo, or pitching in on a grant or partner project. We will always be clear about priorities, and we expect you to be flexible when the business needs it.
A role with real ownership in a small team, where your feedback directly shapes the product
Hands-on work with live IoT deployments for councils and operators internationally
Room to grow into QA, development, customer success, sales or product roles as Superfy scales
The role
Be the first point of contact for every Superfy customer with a question, and the last check before a new release or device reaches them.
Our customers rely on Superfy to run live collection operations. When a sensor stops reporting, an invoice looks wrong or a report won't run, they need someone who understands the whole system — software, hardware and billing — and can fix it or route it fast.
That person is you.
You will also be the customer's voice in our release process, testing new versions of the platform and every new device we integrate before it goes live
Hours: standard business hours, with some flexibility to support customers in Australian and other time zones.
What You'll Do
Customer support · roughly 60% of your time
Own inbound support across email, phone and our helpdesk, and resolve tickets end to end wherever possible
Troubleshoot the Superfy platform: user access, collection scheduling and routing, asset and fleet tracking, QR collection requests, dashboards and integrations
Diagnose IoT device issues — sensors not reporting, fill-level readings that look wrong, connectivity and SIM problems, firmware updates — and guide customers or field teams through fixes
Handle billing queries: subscriptions, container counts, add-ons, invoices and account changes, working with our finance function
Help customers build and run standard and custom reports, including ESG reporting
Support customers using our API, including account setup and first-line troubleshooting
Escalate product bugs and device faults to engineering with clear, reproducible detail, and keep customers updated until they are closed
Keep our knowledge base current, writing new help articles when the same question comes up twice
Spot patterns in support requests and feed them back to product and customer experience
Quality assurance and documentation · roughly 30%
Test new releases of the Superfy platform before they go live, covering new features, regressions and the workflows customers depend on most
Test every new device we integrate, from bench testing through to field trials, checking data accuracy, connectivity, battery behaviour and how readings appear in the platform
Write and maintain test cases and release checklists
Log defects clearly, verify fixes, and give a go or no-go view on release readiness
Turn what you learn in testing into customer-ready documentation, including troubleshooting guides, device installation instructions and best-practice guides, and keep it up to date as the platform and devices change
Help write release notes and brief customers on changes that affect them
Wherever you're needed · roughly 10%
We are a startup of 12 (6 In Dublin). Everyone here picks up work outside their primary role, and you will too. That might mean supporting customer onboarding and training, helping with a device deployment, preparing material for a sales demo, or pitching in on a grant or partner project. We will always be clear about priorities, and we expect you to be flexible when the business needs it.
A role with real ownership in a small team, where your feedback directly shapes the product
Hands-on work with live IoT deployments for councils and operators internationally
Room to grow into QA, development, customer success, sales or product roles as Superfy scales
