Product Support Engineer (US Timezone)

Who are we?  

Humanforce’s vision is to make work easier and life better for frontline and flexible workforces. 

Humanforce provides the market leading, best-in-one human capital management (HCM) suite for frontline and flexible workforces - without compromise. Our employee centred, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Payroll, and Wellbeing.  

Humanforce has built strong foundations since its founding in 2002. We help over 2300 customers and almost 1 million employees under management in 30+ countries, across a wide range of industries, including aged, child and health care; education; hospitality; retail; local government and more. Today, we have offices across Australia, New Zealand, United Kingdom, North America and the Philippines.

Customers choose Humanforce because we enable them to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the world’s talent with the growth, productivity and efficiency objectives of frontline and flexible workforces. 

Who you are

Our Product Support Engineer is focused on providing top-notch support to our intelliHR customers. You are customer obsessed and care deeply about creating memorable experiences for all customers. You ideally have experience working in a technical or application support role, troubleshooting and building solutions for external facing customers. You are passionate about educating our team and customers through training and knowledge sharing.  

Please note that this role would require you to work on US hours.

What you will do

• Nurture positive and productive relationships with our existing client base through exceptional service to ensure retention of existing customers and the promotion of Humanforce to customer networks.
• Increase product knowledge across the customer base through a combination of educational support and ongoing contribution to the customer facing knowledge base.
• Contribute to Humanforce reputation for industry-leading service through deep product knowledge and timely resolutions to customer queries.
• Consistently improve and streamline internal processes that will aid the support team.

 What you’ll need 

• Prior experience in a similar position within the SaaS sector
• A strong blend of technical expertise and business insight
• A commitment to a customer-first approach
• Self-motivated and proactive, with top-notch prioritisation abilities
• Skillful in interpreting technical information and communicating it to non-technical audiences
• Exceptional communication capabilities to engage, influence, and inspire partners and stakeholders for effective collaboration
• Quick to learn and adapt to various systems with ease
• Advanced data manipulation and Excel proficiency
• A high level of organisation, personal initiative, and accountability
• Experience collaborating effectively within teams to tackle complex challenges
• A proven history of empowering end users to achieve goals through technology
• Experience in creating user guides as part of an online knowledge repository

Some ‘nice to haves’  

• Background in or strong enthusiasm for HR/Payroll technology

Our values  

• We are bold  
• We are all in  
• We are customer obsessed  
• We do what we say  
• We are good humans  

Our approach to flexibility  

We are passionate about people making their own decisions about where and when they work. Our aim is to facilitate hybrid working (mix of in the office and from home) where possible to support our people to be effective, empowered, and productive to achieve both their career and personal goals. Because we recognise that working flexibly means different things to different people, flexible working exists in many forms. 

Benefits 

• A flexible working environment   
• The opportunity to be part of a fast-growing tech company    
• A focus on development with access to Go1  
• Paid time off and Quarterly Wellbeing Days    
• Employee talent referral scheme (know great people, be rewarded)    
• A fun and friendly culture working with passionate and talented people    
• A work environment where you can genuinely improve the world of work!   

We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.  

We are a 2025 Circle Back Initiative Employer and commit to respond to every applicant.