Customer Support Specialist

Join the Growth Platform for K-12 Schools

Schoolbox is the growth platform for K-12 schools — bringing learning, wellbeing, and communication together in one connected experience. Trusted by schools across Australia, Asia, and the Middle East, our platform helps school communities grow, adapt, and lead with confidence.

With over 20 years of innovation, we’re proud to be an Australian-founded edtech company on a global trajectory — scaling fast across international markets while staying true to our purpose: helping great schools grow.

We’re a tight-knit, values driven team that believes in purposeful work, real relationships, and long-term impact in education. If you’re looking to grow your career while supporting the schools that shape tomorrow — we’d love to meet you.

About the Role

As a Level 2 Customer Support Specialist, you’ll be a key member of our Infrastructure & Support team, providing high-quality technical support to schools using the Schoolbox platform and partner products.

This is a hands-on, customer-facing role where you’ll troubleshoot and resolve application, infrastructure and integration issues across our customer base. You’ll work with customers through tickets, phone, video conference, chat and at events, providing clear, timely and professional technical guidance.

You’ll also play an important role within the Support team by acting as an escalation point, mentoring and coaching team members, helping manage workload and priorities, and contributing to a collaborative, customer-first culture.

Working closely with our Product, DevOps, School Engagement and Customer Success teams, you’ll help identify recurring issues, improve support processes, develop documentation and find opportunities to use automation and technical improvements to deliver an even better customer experience.

In this role, you will:

• Own and manage the Level 2 support queue, ensuring tickets are prioritised and progressed effectively.
• Troubleshoot complex application, infrastructure and integration issues.
• Act as an escalation point for customers and other Support team members.
• Support Schoolbox and partner product implementations, installations and consulting engagements.
• Review customer bug reports, identify trends and raise detailed issues for the Product team.
• Provide technical guidance and mentorship to other members of the Support team.
• Assist with workload distribution, issue triage and priority management.
• Facilitate regular Support team stand-ups and meetings when required.
• Contribute to Support documentation, knowledgebases, policies and continuous improvement initiatives.
• Collaborate with internal teams to investigate recurring issues and develop tools, automation and process improvements.
• Maintain strong technical knowledge of the Schoolbox platform and partner products.
• Build positive and professional relationships with our customers and internal stakeholders.

About You

You’re an experienced customer support professional who enjoys solving problems, helping customers and sharing your knowledge with others. You’re comfortable getting hands-on with technology, investigating complex issues and taking ownership from initial troubleshooting through to resolution.

You’ll bring:

• Proven experience in a customer or technical support role within a software/SaaS environment.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to a range of audiences.
• Strong incident, escalation and complaint handling skills.
• A strong technical background and confidence troubleshooting web-based applications.
• Experience with Linux administration and troubleshooting.
• Experience using SQL for investigation, reporting and bulk data updates.
• An understanding of networking concepts including CURL, DNS, firewalls/WAFs, reverse proxies and load balancers.
• Exposure to web technologies and scripting, including HTML, CSS, JavaScript, Bash and/or PHP.
• Experience working with REST APIs, including making API calls and analysing returned data to troubleshoot integrations.
• Familiarity with monitoring and performance analysis tools such as Grafana.
• An understanding of Cron, backups, restores, system updates and automated processes.
• Strong analytical and problem-solving skills, with a methodical approach to troubleshooting.
• The ability to manage competing priorities and remain calm in a dynamic support environment.
• Experience mentoring, coaching or supporting junior team members.
• A collaborative mindset and the ability to build strong relationships across teams.
• A proactive, customer-first approach and a genuine desire to deliver excellent service.

You don’t need to be an expert in every technology listed above. We’re looking for someone with a strong technical foundation, a willingness to learn and the confidence to investigate, ask questions and solve problems. What matters most is your ability to combine technical thinking with great customer service and a collaborative approach. 

What can Schoolbox offer you

Join a close, family friendly team who are dedicated to providing excellent customer service to our schools.

• As a hybrid role, we offer you a fully flexible work life balance to be agreed with your manager upon commencement.
• You will be rewarded with a competitive base salary + super
• Schoolbox acknowledges the increasing cost of living pressures and we provide employees with access to discounted vouchers and novated leases!
• Employee wellness is core to who we are at Schoolbox; we offer numerous benefits including a wellness allowance, access to an EAP, an extra leave day, purchased leave and regular training opportunities. 
• You will also participate in our fantastic social events including our quarterly Schoolbox Get Together and annual EOFY events!

If this sounds like the right opportunity for you, we’d love to hear from you. 

To apply, please submit your application through Seek or the Schoolbox careers page. Along with your resume, please attach a cover letter outlining your suitability for the role.