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Are you the person who digs into a messy, half-described issue, works out what's really going wrong, and delights in getting it fixed?

Acorn PLMS is a Performance Learning Management System, built to drive effective development and business performance. We guide learners step by step to master the specific capabilities their roles need, so what they learn shows up as real performance for the business.

Role Overview

As a Product Support Analyst, you're part of the Product team, and you're the bridge between complex support and engineering. When Support and Customer Success hit a product issue they can't crack, it comes to you. You dig in, work out what's really going wrong, resolve what you can, and hand the rest to engineering with everything they need to fix it fast. It's an apprenticeship-style, hands-on role focused on solving real problems, not just logging them. This is where you learn the craft of product support: how SaaS products behave in the real world, how issues get diagnosed and resolved, and how what you find feeds back into a better product. This is an entry-level role, so we're looking for the right attitude and curiosity over experience.

5 Key Capabilities

We use our own Acorn software to run Acorn. Managers and staff agree on the five capabilities each role needs and the level expected, and we use Acorn's AI to keep that consistent across the business. The four levels are Foundational, Developing, Proficient, and Advanced.

Here are the five for this role, with the level we expect, so you can see what the job actually involves.

1. Technical Fluency & Systems Thinking

Build working knowledge of Acorn PLMS, its admin tools, and the systems underneath, so you can reproduce issues, check configuration, and get to the bottom of what's going wrong. Level - Foundational: Navigates the core product UI and admin settings with guidance; follows step-by-step troubleshooting guides; knows where to find the key tools (tickets, logs, admin panels) even if they need help reading them.

2. Cross-functional Communication

Communicate clearly and consistently across Support, Customer Success, Product, and Engineering, so issues are understood, tracked, and actioned without the back and forth. Level - Foundational: Writes clear, simple internal notes (what happened, what the customer saw); uses the right channels and templates; asks for help when unsure how to phrase technical detail.

3. Root Cause Analysis & Prioritisation

Get to the real source of an issue and judge its severity and impact, so effort goes to the right fix in the right order. This is central to the role, and we'll help you build it. Level - Foundational: Carefully documents steps to reproduce, screenshots, and environment details; learns and applies basic RCA techniques (e.g. 5-Whys) with guidance.

4. Customer-Centric Problem Solving

Understand how an issue affects the customer's goals and outcomes, and work with Customer Success to fix it in a way that restores trust, not just functionality. Level - Foundational: Identifies how the issue affects what the customer is trying to achieve (e.g. can't launch training, can't report on outcomes); records impact clearly in internal notes and shows empathy in language.

5. Operational Excellence & Escalation Management

Drive escalations through to resolution: give engineering a clear, complete picture, keep issues moving so nothing stalls, and see them closed out. Level - Foundational: Follows runbooks for triage, tagging, and handoffs; maintains clean, well-structured tickets (correct fields, links, attachments) that others can easily follow.

Key Responsibilities

• Investigate and resolve: Take the product issues Support and CS can't crack, work out whether it's configuration, data, user error, or a real defect, and resolve what you can.
• Bridge to engineering: For issues that need a code fix, hand engineering a tight, complete picture (what's happening, how to reproduce it, who's affected) and see it through to resolution.
• Triage what comes in: Reproduce reported issues and capture the key context, so the real problems get worked on first.
• Keep the customer in view: Track how issues affect customers' goals and timelines, find the next best step, and confirm with CS when things are genuinely resolved.
• Stop repeat issues: Turn what you resolve into reusable knowledge, and flag recurring problems worth fixing at the source.
• Learn and improve: Join incident reviews, demos, and training, and share the patterns you spot to make the product and our support better.

What We're Looking For

This is an entry-level position, so we're prioritising attitude and curiosity over experience.

• A real problem solver who enjoys getting to the bottom of things. You can walk us through a tricky problem you worked out, whether at work or outside it.
• Somewhat technical, and keen to get more so: happy poking around software, settings, and logs, and curious about how systems fit together.
• Someone who takes ownership. You follow through, chase the missing detail, and never let things go dark.
• A clear communicator who can turn a messy situation into a clear picture and a sharp set of questions.
• Genuine care for customers, so an issue ends with restored trust, not just a fix.
• Keen to learn the craft of product support and grow into the bridge between complex support and engineering.

Bonus, not required: any experience in customer support, customer success, help desk, QA, or another hands-on technical role. Familiarity with SQL, HTML/CSS, or reading database structures is a plus.

AI Fluency

We use AI across everything at Acorn, and we're actively building our fluency with it. We're genuinely excited about what AI makes possible in customer support, and we want someone who feels the same.

In this role, that looks like:

• Using AI-assisted tools to triage, categorise, and prioritise incoming cases
• Using AI to search and summarise our knowledge base, so diagnosis and resolution move faster
• Using AI assistants to draft clear escalation summaries and customer updates

We're not after someone who can talk about AI in the abstract. In the interview we'll ask you to walk us through how you actually use it, the tools you reach for day to day, and the results you've seen. We love seeing how people evolve the way they work with AI.

Why Join Acorn PLMS?

• Real impact from day one: your work supports over 3 million active learners worldwide
• An apprenticeship-style path into Product Support Management, as part of the Product team and the bridge to Engineering, mentored by our Senior Product Support Manager
• A real growth path: several of the team started right where you would
• A collaborative, office-first culture in the heart of Canberra, where good ideas move fast
• Daily hands-on time with AI-powered support tools, building skills that are only getting more valuable

Location

This role is in Canberra for a reason. Most of our development and support teams are here, along with our engineering leadership and the Senior Product Support Manager you'll work with day to day. Being in the room with them is how you'll learn fastest: you can walk an issue straight over to the person who built the feature, and pick things up in the everyday moments (the quick huddle, the coffee run, the walk to lunch). We're office-first, so we work from the Canberra office most (if not all) of the time.

You'll need to be within commuting distance of our Canberra CBD office. You'll also need full working rights in Australia; we unfortunately can't offer visa sponsorship at this time.

Our Recruitment Process

Acorn is committed to a diverse and inclusive workplace where everyone is valued and respected. We're an equal opportunities employer and welcome applications from all qualified candidates. We want our process to be fair and accessible, so please tell us about any adjustments you need at the application or interview stage.

About Acorn

Acorn is the hub for learning and performance for over 3 million active learners worldwide. In ten years we've grown into a global platform that sits at the centre of many major organisations. Whatever you do here (writing code, designing a dashboard, or talking to customers), it helps real people grow, professionally and personally. There's still plenty to do, and plenty for you to learn on the way. To see more about life at Acorn, our values, and working with us, visit https://acorn.works and watch our Life at Acorn video: https://youtu.be/2BGUk-n3FrQ?si=U_sS1Y5ZSP0tNtZW

If you're ready to join the Product team as the bridge between complex support and engineering, and learn the craft of product support at a fast-moving global SaaS business, we'd love to hear from you.