Hybrid Support Engineer (L1) – Global, 24/7 Coverage

Webhosting; City of Brisbane; Hybrid; AUD 60,000 - 90,000; Full time

Job summary

Megaport is seeking a Support Engineer (L1) to be the first line of response to customer-reported issues, performing essential diagnostics, and delivering exceptional support experiences. You’ll work both independently and with global teams in a dynamic environment that values reliability and continuous learning.

This role is ideal for a motivated engineer building a career in a global tech company. As a Support Engineer (L1), you will address customer concerns via tickets, live chat, and calls,

Responsibilities

• Deliver exceptional technical support and customer service via phone, email, and live chat.
• Prioritize tickets based on urgency and impact, ensuring critical issues get immediate attention.
• Maintain high customer satisfaction by resolving issues at first contact where possible.
• Meet or exceed defined KPIs and SLAs while following procedures.
• Escalate complex issues to Senior Support Engineers (L2) when appropriate.
• Coordinate escalations between global teams to ensure timely resolution.
• Proactively monitor services and networks to identify potential problems.
• Create and update incident reports with real-time updates for customers.

Job description

Megaport is seeking a Support Engineer (L1) to be the first line of response to customer-reported issues, performing essential diagnostics, and delivering exceptional support experiences. You’ll work both independently and with global teams in a dynamic environment that values reliability and continuous learning.

This role is ideal for a motivated engineer building a career in a global tech company. As a Support Engineer (L1), you will address customer concerns via tickets, live chat, and calls,