Senior Solutions Specialist (iGuide)

• Melbourne Based
• Permanent Role
• Hybrid ways of working

About us

At Planitar, we build technology that helps people see and understand the world's spaces more clearly.

We are the creators of iGUIDE, a powerful property technology solution that combines immersive 3D tours, accurate floor plans and reliable spatial data into a single, easy-to-use system. Our cameras and software platform are used by professionals in real estate, insurance, construction and property management to simplify their work and deliver better results.

Planitar recently joined REA Group, one of the world's leading digital property companies. REA operates Australia's largest residential and commercial property platforms, including realestate.com.au and has a growing global footprint across Asia and North America. Together, we are shaping the future of property technology, combining Planitar's deep spatial data expertise with REA's global scale and innovation engine.

Our Values

• Integrity:

We do the right thing even when it's hard. •

• Serve as a front-line point of contact for customer support requests, responding promptly by phone, email, and ticketing system.
• Diagnose and resolve technical issues related to iGUIDE hardware, the capture/Stitch/processing pipeline, and Portal usage.
• Escalate complex or unresolved issues to the Solutions Engineering or Product/Engineering teams with clear documentation.
• Develop and maintain troubleshooting guides, FAQs, and knowledge base articles so customers can self-serve on common issues.

• Support new customers through onboarding, helping them get set up on the hardware, software, and Portal.
• Assist in delivering training sessions (virtual and, where needed, onsite) alongside the Solutions Engineering team.
• Help maintain and refine training materials - manuals, videos, and tutorials - for different user levels.
• Guide customers on data upload, data management, and best practices for using the Portal efficiently.

• Monitor open support cases to ensure timely follow-up and resolution, keeping customers informed throughout.
• Track recurring issues, common questions, and feature requests, and share these insights with Product and Engineering.
• Partner with the Solutions Engineering and Sales teams to understand customer context and ensure a consistent, informed support experience.

• Build and maintain a strong understanding of the end-to-end iGUIDE solution -

hardware, capture process, Stitch and processing, and Portal management.

• Stay current on product updates and new features to provide accurate, up-to-date guidance.
• Contribute to internal documentation so knowledge is captured and shared across the team.

• Work closely with Solutions Engineers on more complex customer trials or escalations.
• Partner with Product Management to report bugs, surface enhancement ideas, and validate fixes.
• Collaborate with Marketing on support-facing content such as FAQs and how-to guides.

• A patient, clear communicator who can explain technical concepts in plain language
• Customer-focused and genuinely motivated to help people solve problems
• Detail-oriented and organized, able to manage multiple support cases at once
• Curious and quick to learn new hardware and software systems
• A self-starter who takes ownership and follows through
• Naturally collaborative and team-oriented
• Accountable; you make commitments thoughtfully and deliver on them

• Hybrid work environment (work out of REA Group office spaces!)
• Annual professional development incentive
• Opportunities to grow as we scale
• The backing of a global industry leader through REA Group