Job Overview

Our client is a fast-growing, innovative Australian retail technology company founded in 2015. They have developed a sophisticated, proprietary analytics platform that utilizes smart sensor technology to help brick-and-mortar retailers monitor and optimize foot traffic, conversion rates, dwell times, and zone-level consumer behavior. Serving over 400 global brands with more than 20,000 active sensor installations across 35 countries, they are looking for a Technical Support & Operations Analyst to manage the day-to-day data health and technical performance of their client networks.

This is not a traditional helpdesk password-reset role. Reporting directly to the IT Systems Director, you will act as a critical operational bridge between IoT hardware engineering, network infrastructure, data analytics, and client success teams to ensure high-accuracy data delivery.

Schedule

• Training: Monday - Friday, 9:00 AM - 6:00 PM AEST (West Melbourne, VIC Time) (40 hours per week) 

• Regular Work Hours:  9:00 AM - 6:00 PM US Eastern time (40 hours per week) 

Responsibilities

• IoT Infrastructure Troubleshooting: Diagnose and remediate hardware drops, offline smart sensors, camera connectivity blind spots, IP address conflicts, and secure VPN drops across international retail footprints.
• Support Tier Triage (Zendesk): Own the technical support pipeline within Zendesk, ensuring complex tracking data anomalies, device configurations, and reporting discrepancies are triaged, noted, and resolved systematically.
• Data Quality Validation: Conduct routine data integrity checks to catch unusual traffic spikes, data gaps, or dashboard reporting errors before they impact client visibility.
• Sensor Calibration Support: Audit calibration outputs against store operating hours, local traffic patterns, and conversion baselines to identify visual tracking discrepancies or hardware misalignments.
• Proactive Maintenance & Monitoring: Execute routine device maintenance scripts, configuration rollouts, and data reprocessing queues while maintaining accurate hardware asset records.
• Cross-Functional Communication: Translate complex technical root causes into practical, non-technical explanations for Client Success Partners to communicate back to retail managers.
• Documentation Architecture: Update and scale internal support guides, diagnostic runbooks, FAQs, and data-validation workflows to minimize manual team effort.
• Advanced Escalations: Coordinate directly with core Data, Development, and Project Management teams to build structured evidence files for edge-case technical bugs or outage alerts.

Requirements

• Technical Experience: 2+ years of dedicated experience in IT technical support, operations support, network troubleshooting, or IoT system administration.
• Networking Fundamentals: Solid understanding of IP routing, VPN access paths, network masks, device pings, and remote connectivity protocols.
• Ticketing Operations: Hands-on experience working in a structured SLA environment utilizing Zendesk or a comparable advanced enterprise ticketing system.
• Data Comfort: High comfort level reviewing telemetry dashboards, reading log patterns, and distinguishing between hardware faults, software data-processing delays, or physical device blockages.
• Linguistic Capability: Exceptional written and verbal English communication skills suitable for drafting forensic support tickets and translating code errors into business text.

Qualifications

• Prior experience with retail analytics platforms, automated people-counting sensors, CCTV/IP camera systems, or spatial tracking technology is highly regarded.
• Basic baseline experience running SQL queries, handling database lookups, or building tracking matrices is a strong plus.
• Ability to work completely independently with high attention to detail in a remote home office with high-speed internet connectivity.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations 

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.