Technology Analyst – Solutions & Support (APAC)

Job Description

The Technology Analyst – Solutions & Support plays a key role within Zitcha’s Customer Team, acting as the bridge between our customers, Product, Engineering, and Customer Success teams.

You’ll combine technical problem solving with platform expertise to deliver exceptional customer outcomes. From supporting complex platform issues and configuring customer environments to assisting with campaign operations and product improvements, you’ll become a trusted technical advisor for both our customers and internal teams.

This is an exciting opportunity to join one of the fastest-growing Retail Media technology companies and help shape how we support customers across the APAC region.

Primary Responsibilities

• Act as a technical subject matter expert (SME) for the Zitcha platform.
• Serve as the primary Level 2 escalation point for complex support issues, working closely with our offshore support teams to provide guidance, resolve escalations, and deliver a seamless customer experience.
• Configure and maintain customer platform environments.
• Support campaign delivery, scheduling, QA, and ongoing optimisation.
• Investigate customer issues and work with Product and Engineering to drive resolution.
• Gather business requirements and assist with solution implementation.
• Collaborate with Customer Success to deliver an exceptional customer experience.
• Create and maintain internal documentation and knowledge articles.
• Identify opportunities to improve support processes and platform functionality.

Daily Tasks

Platform Support

• Investigate and resolve Level 2 platform issues.
• Configure media types, inventory, and customer environments.
• Support integrations and platform implementation activities.
• Assist with business requirement gathering and platform configuration.

Campaign Operations

• Monitor campaign delivery and platform performance.
• Perform campaign scheduling and quality assurance.
• Conduct daily campaign health checks and audits.
• Identify and resolve delivery issues before they impact customers.
• Produce campaign reporting for customers and internal stakeholders.

Customer Support

• Monitor and manage Helpdesk escalations.
• Resolve complex support requests while meeting agreed SLAs.
• Work closely with offshore support teams as an escalation point.
• Communicate clearly with customers throughout issue resolution.
• Capture customer feedback and share insights with Product.

Internal Collaboration

• Partner with Product, Engineering, Customer Success, and Support teams.
• Maintain internal documentation and process guides.
• Assist with onboarding and training new team members.
• Support continuous improvement initiatives across the Customer Team.

Skill Set

Required

• 1 – 3 years’ experience in SaaS, platform support, technical support, or solution delivery.
• Experience configuring and implementing software platforms.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail.
• A proactive mindset with a passion for improving customer outcomes.
• Comfortable working collaboratively across technical and customer-facing teams.

Desirable

• Experience supporting Retail Media, AdTech, MarTech, or eCommerce platforms.
• Knowledge of HubSpot, Jira, Confluence, or similar platforms.
• Understanding of Agile methodologies and/or ITIL practices.
• Experience working with offshore or distributed support teams.
• Experience working directly with enterprise customers.

What you can expect from Zitcha

• A competitive salary.
• Extensive professional development and career growth opportunities.
• The opportunity to work with one of the fastest-growing Retail Media technology companies.
• A collaborative, supportive, and high-performing team environment.
• Exposure to cutting-edge Retail Media technology and enterprise customers.
• Flexible hybrid working arrangements.
• The opportunity to help shape the future of customer support and solutions across APAC.
• A culture built on trust, ownership, collaboration, and continuous improvement.

Location: Melbourne, VIC (Hybrid)

Employment Type: Full-Time | Fixed-Term (18 Months) with potential to become permanent.