About Wellio
It's no secret that wellbeing and mental health issues are on the rise globally. With 40% of young people experiencing a mental disorder in the last year, it's likely you know someone affected.Wellio was founded to help schools make wellbeing a central part of the student learning experience. We believe addressing the deterioration of youth mental health is one of the most crucial challenges of our time, and we’re growing our team to tackle that problem.
Wellio is a dynamic platform that empowers schools to deliver engaging wellbeing programs and measure their impact. Our clients use Wellio to teach students essential skills for thriving, such as managing anxiety, building strong relationships, reducing phone addiction, improving sleep, and practising mindfulness and gratitude.In the past year, our client base has grown by 300%, and Wellio now operates in every state and territory across Australia, as well as in the UK and Asia. With the number of schools using Wellio set to triple in 2025, we're seeking passionate individuals to join our team.
About the Job
We're looking for a Junior Support Engineer to join our growing team at Wellio. This role is perfect for someone with basic programming experience who loves working with people. You'll provide exceptional support to our users, primarily through email and chat and by jumping on calls when needed. You'll create and update help documentation, ensuring it's easy to understand and useful.
Beyond basic troubleshooting, you'll dig into issues to find the root cause and collaborate with our Product Engineering team to solve complex problems.
As you grow into the role, you'll have opportunities to write code to fix bugs and take on junior programming tasks. This is an excellent opportunity to improve your technical skillset and grow with a fast-paced, innovative company.
What you’ll be working on
Here are some examples of tasks you can expect to work on in this role:
- Responding to a tier 1 ticket (low severity) to troubleshoot an issue a teacher is having with creating a student account
- Troubleshoot a series of tier 2 tickets (high severity) with our Product Engineering team to identify why some accounts have lost access after rolling out a new feature.
- Write a help doc about a new feature we just launched that allows teachers to measure the impact of our lessons on student wellbeing.
- Troubleshoot an Azure Single Sign-On configuration issue as part of the rollout of Wellio to a new school.
- Re-format student data in Google Sheets so that it can be used to bulk-create students and classes in Wellio and use our bulk upload tool to create these classes and students. Some days, you might have twenty plus of these to do.
- Quality control a new feature that allows teachers to edit lessons on our platform and log bugs for the Product Engineering team to fix.
- Work with our Customer Success Lead and Lead Engineer to migrate all our help docs from Intercom and Hubspot and create a pull request to integrate the Hubspot chatbot.
- Make phone calls to follow up with the IT team at our client schools to obtain data on class names and student emails.
- Write an SQL query to identify which customers run the most lessons with their students.
About You
- Basic programming knowledge, preferably with experience with Ruby on Rails and SQL (self-taught, BootCamp, and CS degrees are all wonderful)
- Strong problem-solving abilities, able to process and resolve issues quickly
- Excellent written and verbal communication skills, even when delivering less-than-stellar news
- Customer service experience, preferably in a SaaS environment
- Highly tuned senses of compassion and empathy, with a drive to constantly help others
- Ability to work collaboratively with different teams, including Product Engineering and Customer Success
Why Join?
- Competitive salary that reflects your experience.
- In this role, you’ll be a foundational piece of one of Australia’s fastest-growing startups, providing you with opportunities for growth and career development.
- A flexible and hybrid work environment that works for you and your lifestyle.
- Your HQ will be at The Commons in the heart of Cremorne - one of Melbourne’s most highly sought-after office spaces.
- Working on something that really matters and makes a tangible difference in people’s lives. If having a positive and meaningful impact on people’s lives is important to you, Wellio is the place for you.
- Bi-annual company conferences that alternate between Melbourne and a different international location. Singapore in 2024, Tokyo in 2025!
Next Steps
We’re actively looking for the right person to join our team full-time as soon as possible.
If you don’t tick every box in this ad, please don’t rule yourself out just yet. Research shows that people from underrepresented backgrounds tend only to apply when the checklist is all ticks