Application Support Consultant

Driven by transformative digital technologies and trends, we are RIB and we’ve made it our purpose to propel the industry forward and make engineering and construction more efficient and sustainable. Built on deep industry expertise and best practice, and with our people at the heart of everything we do, we deliver the world's leading end-to-end lifecycle solutions that empower our industry to build better.

With a steadfast commitment to innovation and a keen eye on the future, RIB comprises over 2,500 talented individuals who extend our software’s reach to over 100 countries worldwide. We are experienced experts and professionals from different cultures and backgrounds and we collaborate closely to provide transformative software products, innovative thinking and professional services to our global market. Our strong teams across the globe enable sustainable product investment and enhancements, to keep our clients at the cutting-edge of engineering, infrastructure and construction technology.

We know our people are our success – join us to be part of a global force that uses innovation to enhance the way the world builds.

Find out more at RIB Careers.

Job Title: Customer Care Consultant(Application Support Consultant)

Location: Sydney, Hybrid (Office 2-3 days/week)

About the Opportunity

At RIB, we are transforming the way the construction industry plans, delivers and manages projects through innovative software solutions used by hundreds of thousands of professionals globally.

This role is internally known as a Customer Care Consultant. It is a customer-facing software support position focused on helping customers troubleshoot issues, resolve incidents and get the most value from RIB's software solutions.

You'll play a key role in helping customers get the most value from our software solutions. You'll work directly with customers to troubleshoot technical issues, resolve software-related incidents, provide product guidance and deliver an outstanding support experience.

Working closely with Customer Success, Product and Development teams, you'll become a trusted advisor to customers while developing valuable skills in software support, SaaS technology, customer engagement, incident management and problem solving.

This role is ideal for someone who enjoys both the technical and customer-facing side of support. Whether your background is Application Support, Software Support, Technical Support or Service Desk, you'll have the opportunity to build your expertise within a global software organisation and gain exposure to the construction technology industry.

Key Responsibilities

Customer Support & Relationship Management

• Provide exceptional support to customers via phone, email, remote sessions and ticketing systems.
• Deliver a high-quality customer experience by managing requests professionally and efficiently.
• Build strong customer relationships through clear communication, ownership and follow-up.
• Manage customer expectations and keep stakeholders informed throughout the support process.

Application Support & Troubleshooting

• Investigate and resolve software, application, configuration and user-related issues.
• Diagnose technical problems, identify root causes and recommend solutions.
• Assist customers in understanding product functionality and best practices.
• Escalate complex issues to Product or Development teams when required.

Incident Management

• Manage support tickets from initial investigation through to resolution.
• Prioritise issues based on customer impact, urgency and business requirements.
• Participate in critical incident resolution activities when required.
• Contribute to continuous improvement of support workflows and service delivery processes.

Knowledge Sharing & Continuous Improvement

• Develop and maintain knowledge base articles, support guides and troubleshooting documentation.
• Share learnings, best practices and product knowledge with colleagues.
• Support testing and validation activities for software releases and enhancements.

Essential

• Experience in Application Support, Software Support, Technical Support, IT Support, Service Desk or a similar customer-facing support role.
• Experience troubleshooting software, applications or technical issues in a professional environment.
• Strong customer service mindset and ability to build positive customer relationships.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Comfortable working across multiple priorities in a fast-paced support environment.
• Australian Citizenship (required due to defence clearance requirements).

Desirable

·    Experience supporting SaaS software products

·    Experience in CAD, construction document management software or construction project document controls/management

·    Knowledge of cloud platforms, particularly Microsoft Azure.

·    Knowledge of databases.

·    Experience within the construction, engineering, or infrastructure industry.

·    Experience supporting enterprise software applications.

Why Join RIB?

At RIB, we are committed to helping our people grow, develop and build meaningful careers. You'll be joining a global organisation that values learning, innovation, collaboration and long-term professional development.

We offer:

• Career development and internal mobility opportunities across RIB and the wider global organization。
• Access to a wide range of learning and development platforms, professional training and continuous learning opportunities.
• Mentoring and development programs designed to support both personal and professional growth.
• Regular performance, development and career conversations to help employees maximise their potential and achieve their goals.
• Employee Assistance Program (EAP) supporting wellbeing, mental health and work-life balance.
• Possibility to participate in Schneider Electric's employee share ownership program.
• Flexible hybrid working environment, combining in-office collaboration with flexibility where appropriate.
• A collaborative office environment focused on learning, teamwork and knowledge sharing.
• Exposure to experienced sales professionals, product specialists and industry experts.
• Opportunities to collaborate with teams across Australia, Asia-Pacific and other international regions.
• A culture that encourages employees to contribute ideas, challenge convention and actively participate in continuous improvement initiatives through team discussions, leadership forums and company-wide programs.

Grow Your Career in Software & Application Support

This role offers an excellent opportunity to build a long-term career in software and application support within a global technology organisation.

You'll gain valuable experience in:

• Enterprise software and SaaS application support
• Customer-facing technical troubleshooting and problem resolution
• Incident management and service delivery best practices
• Working closely with Product, Development and Customer Success teams
• Customer communication, stakeholder engagement and expectation management
• Software releases, testing and continuous improvement initiatives
• Construction technology and digital solutions used across major projects worldwide

You'll have the opportunity to deepen your technical expertise while developing strong customer engagement and problem-solving skills. Whether your background is in Application Support, Technical Support, Service Desk or Software Support, this role provides a pathway to grow your career within a global software business.

Our Culture & Values

At RIB, our culture is guided by four core values that shape how we work, collaborate and grow together.

Impact

We strive to make a positive and sustainable difference for our customers, colleagues and communities. We take ownership, act with integrity and focus on delivering meaningful outcomes.

Aspiration

We set ambitious goals, challenge ourselves to continuously improve and take accountability for delivering results. We think long term, put customers at the centre and aim high in everything we do.

Curiosity

We stay open-minded, embrace learning and seek better ways of solving problems. We encourage new ideas, diverse perspectives and continuous improvement.

Trust

We build strong relationships through respect, transparency and collaboration. We communicate openly, support one another and create an environment where people feel empowered to succeed.

RIB may require all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

RIB is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join RIB to create the transformative technology that enables our customers to build a better world.