Technical Support Specialist, Oceania

We are seeking a skilled and customer-focused Technical Support Specialist to provide frontline technical assistance (Tier 1 Support) for our VeriScan ID scanning software and ParseLink data automation software.

The ideal candidate has a strong background in software troubleshooting, customer support, and technical documentation, with experience supporting enterprise clients in industries such as hospitality, retail, transportation, financial services, and government. You will be the first line of defense for technical issues, ensuring that our customers receive timely, professional, and effective solutions that maximize the value of VeriScan and ParseLink.

A hardware toolkit will be provided for this role. This role will be based in, or aligned to, Oceania business hours in order to support our growing customer base across Australia and New Zealand.

This position will report to the Technical Support Manager.

Key Responsibilities

• Serve as the primary point of contact for AUS/NZ customers requiring technical assistance with VeriScan (ID scanning, visitor management, fraud detection) and ParseLink (data parsing, API integration, workflow automation).
• Diagnose and resolve software, hardware, and configuration issues related to ID scanners, POS/CRM integrations, mobile apps, and cloud platforms.
• Guide customers through installation, onboarding, and setup processes, ensuring a smooth deployment experience.
• Escalate unresolved issues to Tier 2/Tier 3 support or engineering as necessary, while maintaining ownership until resolution.
• Monitor system performance and customer usage to proactively identify and address potential issues.
• Assist with software updates, patch deployments, and configuration adjustments to ensure compliance and security.
• Provide training and best-practice guidance to customers, empowering them to use VeriScan and ParseLink effectively.
• Maintain accurate and detailed support tickets, case notes, and resolution steps in the CRM/helpdesk system.
• Contribute to knowledge base articles, FAQs, and user guides to improve customer self-service.
• Communicate recurring issues and customer feedback to the product and engineering teams to drive continuous improvement.

---

Qualifications

• 3+ years of experience in technical support, IT helpdesk, or SaaS support (experience with ID scanning, verification, or document management software a plus).
• Ability to work 9AM – 5PM in AEST (UTC+10) with some flex hours to accommodate team meetings with US-based team members
• Strong knowledge of Windows environments, networking, hardware/software troubleshooting, and cloud-based applications.
• Experience supporting integrations with POS, CRM, ERP, or API-driven platforms.
• Excellent problem-solving skills with the ability to diagnose complex issues and communicate solutions clearly.

About IDScan.net

Based in New Orleans, Louisiana, but with a global footprint, IDScan.net is the leading provider of omnichannel identity verification software, supporting both brick and mortar and digital businesses. More than 7,500 businesses use our software to prevent fraud, verify age, manage access and visitors, and stay compliant. Our team supports identity verification at scale, and product innovation to meet the needs of high compliance industries and use cases.