Nothing Beats Loving What You Do
We’re building a company where passionate, high-performing people do their best work - and love doing it. We work hard, build software that makes a difference, and have a lot of fun doing it.

About Us
GetBusy is a fast-growing, future-focused global software company, listed on the London Stock Exchange (LON:GETB). Our group company mission: to make people productive and happy.
Our flagship platform, Virtual Cabinet, powers secure document management and client collaboration across dozens of sectors, from construction to insurance — including 27 of the UK’s Top 100 accounting firms and 22 in ANZ.
· 120+ employees
· 1.5M+ portal users
· 65,000+ subscribers

Where We Are
We’re an established, UK-listed tech company with a strong foundation and a bold future. Our long-standing platform, Virtual Cabinet, has built a loyal customer base and recurring revenue stream across professional services and other document-heavy industries. It remains a trusted solution for secure document management and client collaboration.

But our future is Workiro - our next-generation, cloud-first platform designed to unlock significantly more value for our customers and partners. Workiro builds on the success of Virtual Cabinet but pushes into new territory: more integrations, more innovation, better user experiences, and broader market applicability. It’s the engine for international expansion, new verticals, and exponential growth.
This role is all about taking Workiro to market - accelerating its performance across acquisition, conversion, and retention, and establishing it as the flagship product for our next stage of growth.

Our vision
To redefine the future of workplace productivity through intelligent software.

Our Mission
To help people do exceptional work with less effort - by building products that remove friction and unlock productivity.

Our Purpose
Time is life’s most valuable asset. We help people reclaim it - by eliminating the admin, noise and blockers that get in the way of doing great work.

Our Values
We live to our values. Every decision we make, every customer we help, every line of code we write is defined by our company values.

Keep It Simple

We cut through complexity to make things clear.

If it can’t be explained simply, it’s not ready. We question, refine, and streamline—because simplicity drives understanding, speed, and impact.

Show Grit and Make It Happen

We persevere when things get tough and stay focused on outcomes.

Challenges don’t stop us, they sharpen us. We roll up our sleeves, adapt fast, and keep moving until it’s done. Grit isn’t just endurance; it’s the energy to make it happen.

Every Customer Experience Must Include a Smile

We put customers at the heart of everything we do.

Every interaction big or small should leave them feeling better than before. When we make their lives easier, happier, or more successful, we all win.

Data informed, Insight Driven

We make decisions based on a combination of data, expertise, and judgment. We value facts and analysis, while recognising the importance of intuition and experience in complex or ambiguous situations.

Collaborate to Elevate

We work across boundaries, listen generously, and win together. It’s not about who’s right, it’s about what’s best. No egos, no exceptions. We strive for a culture of innovation and inclusion - not fear.

Experiment to Innovate

We move fast, test boldly, and learn quickly because innovation waits for no one.

Act like it’s yours

We take ownership of outcomes – not because we’re told to, but because we care deeply about what

we’re building. We're decisive. We're accountable. We make an impact.

Job Overview

We are looking for a driven and customer-focused Support Technician to provide multi-product support for Workiro and Virtual Cabinet customers.

This role is central to delivering an outstanding customer experience. You will investigate, diagnose and resolve complex software issues while working closely with Support teammates and other internal teams to ensure problems are solved quickly and effectively.

Support Technicians speak directly with customers every day via telephone, email and our ticketing platform (Zendesk). You’ll need the confidence to lead conversations, ask the right questions and guide customers through troubleshooting steps while maintaining a calm, professional and empathetic approach, particularly when customers are experiencing frustration or service disruption.

We’re looking for someone who brings energy, curiosity and ownership to the role, someone who enjoys solving problems, helping customers succeed, and continually building their technical knowledge.

Key Responsibilities

Customer Issue Resolution

• Investigate and resolve technical software issues across our product suite.

• Diagnose complex support tickets including system behavior, integrations, configuration issues and performance problems.

• Work directly with customers to gather technical information and reproduce issues.

• Take full ownership of support tickets and drive them through to resolution.

• Collaborate with Support colleagues to ensure efficient troubleshooting.
  

Escalation Management

• Identify issues requiring escalation to senior technicians or Development teams.

• Provide clear technical context and detailed supporting information.

Technical Troubleshooting

• Maintain strong knowledge of product functionality across all supported platforms.

• Develop understanding of integrations, system architecture, databases and infrastructure dependencies.

• Apply structured troubleshooting techniques to identify root causes.
  

Customer Communication

• Provide clear and regular updates on issue progress and expected resolution timelines.

• Translate technical issues into clear, understandable explanations for customers.

• Demonstrate empathy and understanding when customers are experiencing issues or service disruptions.

• Build rapport, manage expectations effectively, and maintain a calm and reassuring approach during challenging situation.
  

Cross-Team Collaboration

• Work closely with Development, Testing, Customer Success and Account Management.

• Provide technical insight into customer-reported issues.

• Help internal teams understand customer environments and use cases.
  

Process Improvement

• Identify recurring issues and opportunities to improve product or support processes.

• Contribute ideas to improve support workflows and best practices.
  

Documentation & Knowledge Sharing

• Create and maintain knowledge base articles and troubleshooting guides.

• Share knowledge and technical insights with the wider support team.

Global Support

• Assist with supporting customers across multiple regions.

• Collaborate with international support teams to maintain consistent service.

Skills & Experience

• Strong troubleshooting and analytical problem-solving skills.

• Experience supporting software platforms, integrations and system configurations.

• Ability to clearly explain technical concepts to both technical and non-technical audiences.

• Confident handling customer conversations via phone, email and ticketing systems.

• Ability to manage priorities and maintain excellent customer relationships.

• Experience with Zendesk desired but not required.

Typical experience:
1–3 years in a technical or software support role.

The Person

We’re looking for someone who brings both technical curiosity and customer focus:

• Driven, proactive and motivated

• Naturally empathetic and able to understand customer frustrations

• Passionate about helping customers succeed

• Curious about technology and how systems work

• Strong communicator with excellent interpersonal skills

• Supportive team player who shares knowledge

• Highly organised with strong attention to detail

• Takes ownership and follows issues through to completion

• Comfortable working in a fast-paced environment
  
  

GetBusy is committed to creating a diverse, inclusive workplace where everyone feels valued and empowered. We want all candidates to feel comfortable applying for our roles. If you need any reasonable adjustments during the application or interview process, please email peopleandculture@getbusy.com.