Product Support Engineer (Workforce Management)

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

As a Product Support Engineer, you will take on the exciting challenge of delivering outstanding support to both customers and end users, helping them unlock the full potential of their Humanforce investment. In this role, you'll manage customer relationships, troubleshoot issues, assist with software installation and testing, and collaborate closely with internal teams to resolve any customer concerns. You will be instrumental in ensuring customer satisfaction by serving as a subject matter expert in essential areas such as awards, while providing timely and effective technical solutions that meet our service level agreements (SLAs).

What you will do

• You will set up and evaluate the Humanforce application along with its associated hardware and software, guaranteeing our clients enjoy a smooth and rewarding experience.
• Serve as the primary point of contact for our clients, delivering prompt and effective support whenever it's needed.
• Diagnose issues and convey solutions to clients in a clear and straightforward manner, ensuring everything is easily grasped.
• Assess training requirements and offer tailored coaching to empower clients to master the Humanforce platform.
• You will collaborate closely with management to manage client escalations, ensuring that our clients remain pleased and satisfied with our service.

 What you’ll need 

• Proficient in navigating the Windows operating system, as well as Android and iOS platforms, alongside web browser environments.
• Thorough understanding of web browser troubleshooting tools.
• Solid grasp of databases and database engines, with hands-on experience using Microsoft SQL Server and crafting queries that span multiple tables.
• Well-versed in networking and proficient with key network protocols, including TCP/IP, HTTP, TLS/SSL, RDP/RemoteApp, and SMTP.
• Familiar with file transfer protocols such as sFTP.
• Experienced in utilising client remote access software, like ConnectWise Control and TeamViewer.
• Proven experience in supporting and troubleshooting web applications that are accessed via web browsers.

Some ‘nice to haves’  

• Experience with WFM/HCM systems or payroll software

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