Technical Support Engineer

WalkMe Inc.

Job Overview

Location

Sydney

Job Type

Full-time

Full Job Description

📋 Description

• Be the face of WalkMe’s award-winning Digital Adoption Platform for APAC enterprise customers. From the moment a deal closes, you become the single point of truth—guiding Fortune 500 teams through onboarding, custom configuration, and long-term optimisation.
• Own the full technical support lifecycle: triage incoming tickets via email, live chat, and Zoom screen-shares; reproduce issues in sandbox environments; and deliver concise, reproducible work-arounds or permanent fixes—always ahead of our 2-hour first-response and 24-hour resolution SLAs.
• Translate complex front-end behaviour into plain language. Whether a customer’s Smart Walk-Thru is misfiring on a dynamic SPA or their ShoutOut isn’t displaying in a shadow-DOM, you will debug using browser DevTools, jQuery selectors, and WalkMe’s own diagnostic logs, then document the fix for both technical and non-technical audiences.
• Build and curate our public knowledge base and in-product help widgets. Every resolved ticket becomes a reusable article, video snippet, or Community post that scales your impact to thousands of users.
• Champion best-practice adoption. Run quarterly health-checks, analyse usage analytics, and recommend feature configurations that cut training time and boost task-completion rates by up to 40 %.
• Partner with Engineering, Product, and Customer Success to escalate defects, prioritise road-map items, and beta-test upcoming releases—ensuring the APAC voice is heard in every sprint review.
• Mentor junior support reps and run weekly “Tech Tip” sessions to raise the collective technical bar across the Sydney office.
• Contribute to the continuous-improvement culture by proposing automations (e.g., Zendesk macros, Jira workflows, or internal Slack bots) that shave minutes off every interaction and delight customers.
• Maintain a calm, consultative presence—even when a C-level stakeholder is live on the line during a go-live weekend. Your poise turns moments of friction into lifelong advocacy.
• Work a hybrid schedule—three days in our modern Sydney CBD office collaborating shoulder-to-shoulder with Solutions Architects and Product Managers, two days wherever you focus best.

🎯 Requirements

• 1.5+ years in a technical support, solutions support, or customer success engineering role for a SaaS product
• Demonstrated ability to read and write HTML, CSS, and jQuery/JavaScript at a debugging level (please specify your proficiency)
• Exceptional written and verbal English; comfortable presenting over live chat, Zoom, or in-person workshops
• Experience using browser DevTools, network logs, and application logs to isolate client-side vs server-side issues
• Availability to be onsite in the Sydney office three days per week

🏖️ Benefits

• Hybrid work arrangement—blend remote focus with in-office collaboration
• Quarterly wellness reimbursement, daily BrightBreaks, and an annual Wellness Month every July
• Region-leading annual leave plus RefreshMe Days sprinkled throughout the year
• Career Compass program with personalised learning budgets and internal mobility paths

Skills & Technologies

REST

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

WalkMe Inc.

Visit Website

About WalkMe Inc.

WalkMe Inc. provides a digital adoption platform that overlays on enterprise software, guiding users step-by-step through on-screen tasks and workflows. The cloud-based system overlays contextual instructions, tips, automation, and analytics on web, desktop, and mobile applications, helping organizations accelerate onboarding, reduce support tickets, and measure user engagement. Customers include Fortune 500 companies across finance, healthcare, technology, and government sectors. The company operates globally with offices in the United States, EMEA, and APAC, and supports integrations with SAP, Salesforce, Microsoft, and other enterprise suites.

View Company Profile