Cloud & On-Prem ICT Support Engineer

Sociable Tech Pty Ltd; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

Stem Media in Sydney seeks an experienced Technical Support Specialist to own APAC support tickets and drive proactive client engagement for Saga, Mimir and Fonn Group platforms.

You will diagnose complex cloud and on-premises issues, provide timely resolutions, train customers, and collaborate with product teams to feed back market needs. Strong communication and problem-solving are essential.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
• Experience in a customer-facing role, supporting cloud-based applications.
• Understanding of broadcast workflows and tools.

Responsibilities

• Provide immediate technical support for clients and resolve issues with minimal downtime.
• Diagnose and resolve technical problems while maintaining high client satisfaction.
• Communicate product updates and best practices to customers.
• Gather feedback and contribute to support documentation and knowledge sharing.
• Collaborate with product teams to relay client needs and feedback.
• Conduct training sessions for clients on product features and usage.
• Own APAC support tickets and feature requests, with dashboards for status.
• Assist in presales activities through technical discussions and demos.

Skills

Cloud computing (AWS/Azure/GCP)

Networking principles

Troubleshooting

Communication skills

Customer-centric mindset

Cross-functional collaboration

Presales support

Education

Bachelor's degree in Computer Science or IT

Tools

Saga platform

Mimir

Fonn Group platforms

Job description

Stem Media in Sydney seeks an experienced Technical Support Specialist to own APAC support tickets and drive proactive client engagement for Saga, Mimir and Fonn Group platforms.

You will diagnose complex cloud and on-premises issues, provide timely resolutions, train customers, and collaborate with product teams to feed back market needs. Strong communication and problem-solving are essential.