Application Integration Specialist - AI

Podium is seeking the next candidate to join its Technical Support Engineer team. The Technical Support Engineer is a critically important role for Podium as it continually develops products and scales customer service offerings. Sitting within the engineering department, the role owns specific products from a technical perspective, troubleshoots, identifies and resolves issues by pushing bug fixes, and reports feedback and feature requests to the product team. The role works closely with Product, Support, Customer Success, Onboarding, and other engineers, and reports directly to the Technical Support Manager. While not purely customer-facing, the role is involved in escalations and resolution and joins customer meetings when appropriate.

Responsibilities

Troubleshoot, document & resolve bugs by using AI to create and merge PRs; Serve as a point of escalation, vetting the legitimacy of product-related issues from customers; Develop a system for feedback loops in close collaboration with the Product team; Create internal documentation of products and processes; Maintain open communication channels within the broader Customer Success department and Product teams; Serve as the Voice of the Customer, socializing organized qualitative and quantitative data to cross-functional partners to improve products; Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience; Resolve escalated cases promptly while holding Product, Engineering and yourself accountable to established Service Level Agreements

Requirements

A customer-first mindset with strong empathy and ownership; 1–3 years of experience in technical or product support roles; Ability to drive innovation, improve processes, and thrive in an unstructured or rapidly changing environment; An AI power user, comfortable working with multiple agents at once and excited for AI's future; Familiarity with modern web technologies (APIs, web services, JSON), and comfort with scripting or debugging tools; Strong analytical and data-driven problem-solving skills; Experience managing and triaging customer issues, feature requests, or product-related escalations; Proactive approach to identifying gaps, proposing solutions, and improving team workflows

Benefits

Real growth and transparent career development opportunities; A unique product that makes an actual impact on the local businesses you love and support; Attractive base + super and commissions package; A generous $650 monthly 'Benefits & Wellbeing' allowance, spent how you please; Free snacks and drinks, which are always stocked up; Access to end of trip facilities, bike storage and lockers in the Queen & Collins building