{"id":79723,"date":"2025-08-20T15:08:34","date_gmt":"2025-08-20T14:08:34","guid":{"rendered":"https:\/\/reedmackay.com\/?post_type=jobs&#038;p=79723"},"modified":"2025-08-20T15:08:36","modified_gmt":"2025-08-20T14:08:36","slug":"product-delivery-2nd-line-aus","status":"publish","type":"jobs","link":"https:\/\/reedmackay.com\/au\/jobs\/product-delivery-2nd-line-aus","title":{"rendered":"Product Delivery 2ND Line"},"content":{"rendered":"\n<p><\/p>\n\n\n\n<p>POSITION: PRODUCT DELIVERY 2nd LINE<br>REPORTING TO: PRODUCT DELIVERY TEAM LEAD APAC<br>OFFICE LOCATION: AU<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">JOB PURPOSE:<\/h3>\n\n\n\n<p><\/p>\n\n\n\n<p>Are you passionate about solving complex technical problems and delivering seamless solutions that make a real impact? Join our Product Delivery team as a <strong>Second Line Technical Support Specialist<\/strong>, where you\u2019ll play a vital role in ensuring the reliable delivery and operation of our corporate travel technology across the APAC region.<\/p>\n\n\n\n<p>As a key escalation point for Operations, Client Success, and First-Line Support (when applicable), you\u2019ll troubleshoot high-priority issues, collaborate with cross-functional teams, and support the implementation of innovative travel solutions that enhance the experience of our clients worldwide.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">KEY RESPONSIBILITIES:<\/h3>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Log and manage support interactions using our ticketing system to ensure clear tracking and timely resolution.<\/li>\n\n\n\n<li>Provide expert-level second-line technical support across our travel management software and associated platforms.<\/li>\n\n\n\n<li>Collaborate closely with Product, Customer Success, Finance, and Operations teams to investigate, escalate, and resolve issues efficiently.<\/li>\n\n\n\n<li>Assist in analysing and resolving issues within online systems and internal tools such as IQ.<\/li>\n\n\n\n<li>Test and validate software fixes and enhancements before rollout to ensure quality and stability.<\/li>\n\n\n\n<li>Diagnose complex technical issues related to system deployments, configuration, and third-party integrations.<\/li>\n\n\n\n<li>Drive client self-sufficiency and reduce reliance on the support team for \u2018how to\u2019 enquiries.<\/li>\n\n\n\n<li>Proactively identify root causes and trends in support requests to drive continuous improvement.<\/li>\n\n\n\n<li>Participate in planning and support for product rollouts and local market releases, helping identify potential risks and blockers.<\/li>\n\n\n\n<li>Escalate incidents to 3<sup>rd<\/sup> Level support for further investigation or site updates where required.<\/li>\n\n\n\n<li>Provide support and assistance to the wider organisation for demos, training and ad hoc client meetings.<\/li>\n\n\n\n<li>Communicate clearly with both technical and non-technical stakeholders to ensure understanding and alignment on issue resolution.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">WHAT WE&#8217;RE LOOKING FOR: <\/h3>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Proven experience in business travel with strong knowledge of travel industry practices and client needs.<\/li>\n\n\n\n<li>Hands-on experience with travel management software platforms and tools.<\/li>\n\n\n\n<li>Solid background in product support, including client-facing and agent-facing systems.<\/li>\n\n\n\n<li>Strong understanding of ticketing and issue tracking systems (e.g., JIRA)<\/li>\n\n\n\n<li>Experience of working with and supporting self-booking systems.<\/li>\n\n\n\n<li>Experience of in depth troubleshooting and use of XML \/ GDS server logs<\/li>\n\n\n\n<li>3+ years in technical support, product delivery, or implementation roles, ideally within a corporate travel or SaaS environment.<\/li>\n\n\n\n<li>Highly collaborative team player who can manage a wide variety of support queries across products and platforms.<\/li>\n\n\n\n<li>Strong troubleshooting skills and understanding of product deployment, integration, and configuration processes<\/li>\n\n\n\n<li>Natural problem-solver with initiative and a methodical approach to task management.<\/li>\n\n\n\n<li>Ability to gather user requirements and work independently to develop practical solutions.<\/li>\n\n\n\n<li>High standards of integrity, transparency, and respect\u2014you value teamwork and a supportive workplace culture.<\/li>\n\n\n\n<li>Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical stakeholders.<\/li>\n\n\n\n<li>Experience working under pressure with the ability to prioritise and manage multiple tasks in a fast-paced environment.<\/li>\n\n\n\n<li>Well-organised and detail-oriented with a proactive attitude.<\/li>\n\n\n\n<li>Knowledge of Sabre GDS is strongly preferred.<\/li>\n\n\n\n<li>Proficiency in MS Office tools (Word, Excel, PowerPoint).<\/li>\n\n\n\n<li>Strong command of written English<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">WHY JOIN US?:<\/h2>\n\n\n\n<p><\/p>\n\n\n\n<p>You&#8217;ll be part of a supportive and forward-thinking team that values innovation, collaboration, and continuous improvement. This is a great opportunity to make a tangible difference in a fast-evolving industry while growing your skills in a global company that prioritises people and progress.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">WORKING HOURS:<\/h2>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>This role will be based out of R&amp;M\u2019s Australian Head Office, which is based in Sydney.<\/li>\n\n\n\n<li>The core AU business hours (08:30 \u2013 18:00 Monday to Friday) &#8211; 7.5 x hour working day.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n","protected":false},"template":"","class_list":["post-79723","jobs","type-jobs","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Product Delivery 2ND Line | Reed &amp; Mackay<\/title>\n<meta name=\"description\" content=\"Join our Product Delivery team as a Second Line Technical Support Specialist, where you\u2019ll play a vital role in ensuring the reliable delivery and operation of our corporate travel technology across the APAC region.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/reedmackay.com\/au\/jobs\/product-delivery-2nd-line-aus\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Product Delivery 2ND Line | Reed &amp; 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