Enterprise Customer Support Specialist
The Gig
The Enterprise Support Specialist is part of Healthengine’s Customer Support team, responsible for executing enterprise onboarding, system configuration, and escalated technical support for Healthengine’s Enterprise and Pharmacy groups. This role drives the successful technical implementation and ongoing operational support of multi-location customers, ensuring operational excellence across onboarding delivery, integrations, and complex issue resolution.
Please note: This role is part of the Customer Support team. Candidates whose experience is primarily in IT professional roles may not be suited to this position.
Responsibilities:
Enterprise Onboarding & Enablement Delivery: Deliver structured onboarding workshops, system training, and enablement resources to ensure successful activation and operational readiness for Enterprise and Pharmacy groups.
Technical Configuration & Integration Support: Manage enterprise-level system configurations and coordinate integrations to ensure accurate setup, compliance with operational requirements, and seamless technical implementation.
Escalation & Advanced Technical Case Management: Own and resolve complex Enterprise and Pharmacy technical issues, collaborating cross-functionally to ensure timely resolution and adherence to service standards.
Continuous Improvement & Operational Excellence: Identify recurring technical challenges and onboarding friction points, contributing to process improvements, documentation enhancements, and overall service optimisation.
Enterprise Impact & Capability Development: Proactively identify opportunities to enhance enterprise onboarding, support processes, and technical delivery capabilities, taking initiative to drive improvements aligned with the role’s technical and operational mandate.
About You
You thrive in structured, high-accountability environments where technical precision and customer experience are equally important. You are confident facilitating workshops and technical discussions, capable of translating system functionality into practical operational guidance. You handle escalations with maturity and take ownership of complex issues through to resolution. Continuous improvement is embedded in how you work, and you collaborate effectively across multiple teams and stakeholders.
Experience you’ll bring:
3-5 years’ experience in Technical Support, Implementation, or Enterprise Support within a SaaS or technology-driven environment.
Demonstrated experience resolving complex technical issues and managing escalations requiring cross-functional collaboration.
Experience delivering customer onboarding, system training, or technical workshops.
Working knowledge of APIs, integrations, and system configuration concepts.
Experience supporting multi-location or enterprise customers is highly regarded.
Strong written and verbal communication skills across multiple customer channels.
Proven ability to create structured documentation and enablement materials.
Strong stakeholder management and objection-handling skills.
Additional Information
The perks behind the work
Healthengine is where you’ll be your best self. You’ll collaborate with smart, interesting people who will challenge you to be better. You will learn a lot and grow even more. Healthengine is the ideal workplace to bring ideas, make change and leave a lasting impact on your team and the industry.
In addition to an array of growth opportunities, we also offer:
- A hybrid workplace that offers flexibility to balance work and life
- A vibrant social calendar of events, quarterly team-building activities and more
- Unlimited coffee and snacks, and a subsidised vending machine in our Perth office
- Awesome discounts and salary packaging options through our benefit partner, Maxxia
- Access to learning resources to develop your personal and professional skills
- Workplace wellness program, including extra leave and access to EAP and other wellbeing resources
- Extra leave so you can recharge and focus on your wellbeing
- Support for you when it comes time to grow your family with paid parental leave
We're proud to share that Healthengine ranked 13th Best Workplace in Technology 2023 and are a certified Great Place to Work in Australia 2025/26.
Diversity and inclusion
At Healthengine, we believe in the power of a diverse work environment to fulfil our mission and better serve our providers and patients. We’ve created a culture that genuinely values diverse perspectives and backgrounds, knowing that our differences can inspire new ideas. We are fully committed to building and maintaining our inclusive environment where all voices are respected and heard. If you think you have what it takes but don't check all the boxes, reach out anyway - we’d love to hear from you.