Level 2 Support Engineer — Path To L3 Or Field Engineer

Acworth Recruitment; Gold Coast City; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Annual 5% incentive bonus

Flexible in-office schedule – 3 days a

Birthday Leave

Training allowance + study leave

Mentored growth and recognition

Job summary

Megaport is seeking a Technical Support Engineer to be the first point of contact for customers, resolving networking and account-related issues via phone and web support. You’ll join a global team, work from our Brisbane or Melbourne offices, and help deliver strong customer outcomes.

You’ll bring 3+ years of networking troubleshooting, IT/Networking education, and English proficiency. Certifications such as CCNA/CCNP are advantageous as you collaborate with cross-functional teams to meet KPIs

Qualifications

• Proven experience in logical networking troubleshooting and solving networking-related issues (three years minimum).
• Studied or completed a degree in IT, Networking, or a related field.
• Fluent in English, both written and verbal.
• Strong customer service skills.
• Able to work independently and collaborate with global teams.
• Detail-oriented, organised, and focused on delivering high-quality results.
• Eager to learn and grow in a fast-paced tech environment.
• Networking certifications (CCNA, CCNP, CWNA, etc.) are a plus.

Responsibilities

• Provide Technical Support and General Enquiry Customer Service via phone, email, and live chat.
• Meet or exceed support targets (KPIs and SLAs).
• Adhere to operating procedures and policies.
• Accurately document all support activities using internal systems.
• Troubleshoot network, portal, and account-related issues using provided tools.
• Focus on resolving issues at first contact and keep customers informed.
• Spot opportunities to help customers improve their services.
• Collaborate with vendors, suppliers, and internal teams to resolve cases.
• Clearly communicate and escalate unresolved technical issues.
• Support inbound sales and general inquiries.
• Think creatively to deliver the best outcome for each customer.

Skills

Networking troubleshooting

IT/Networking degree

English fluency

Customer service

Independent worker

Detail-oriented

Learning mindset

Networking certifications

Education

Degree in IT/Networking

Job description

About Megaport

We’re not your typical tech company – and we don’t want to be. Megaport is the global leader in Network as a Service (NaaS), and has transformed the way businesses connect to the cloud, data centers, and each other. We’re publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon, Microsoft, Google, Oracle, IBM, and more. Headquartered in Brisbane with a crew of over 600 people spread across Asia‑Pacific, Europe, and the Americas, our employees enjoy an environment that is collaborative, supportive, and (actually) fun.

Our Team Culture

We’re a team of problem solvers, pixel pushers, code slingers, and cloud fanatics. Culture is more than a poster on the wall here – collaboration beats hierarchy, curiosity fuels our growth, and everyone’s voice matters. We take our work seriously, but not ourselves. We work across time zones to execute on our global vision, trust each other to get things done, and never compromise our values for commercial gain. Most importantly, we place our customers at the center of everything we do.

We’re committed to increasing representation in the tech industry and welcome applicants from all backgrounds. Don’t meet every requirement? That’s okay. If you’re excited about this role, we encourage you to apply.

Your Role

Join Megaport, a global leader in Network as a Service (NaaS), as we continue to expand. We’re looking for a Technical Support Engineer with a background in networking who is passionate about helping customers and solving technical problems.

You’ll be the first point of contact for our customers, helping resolve technical and account‑related issues via phone and web‑based support. This is a dynamic, high‑growth opportunity to work on real‑world networking challenges while collaborating with teams around the world.

You’ll work independently, think creatively to resolve issues, and provide exceptional customer service. This role is ideal for someone looking to grow their career in a global tech company with a strong engineering culture and supportive team environment.

What You’ll Be Doing

• Provide Technical Support and General Enquiry Customer Service via phone, email, and live chat.
• Meet or exceed support targets (KPIs and SLAs).
• Adhere to operating procedures and policies.
• Accurately document all support activities using internal systems.
• Troubleshoot network, portal, and account‑related issues using provided tools.
• Focus on resolving issues at first contact and keep customers informed.
• Spot opportunities to help customers improve their services.
• Collaborate with vendors, suppliers, and internal teams to resolve cases.
• Clearly communicate and escalate unresolved technical issues.
• Support inbound sales and general inquiries.
• Think creatively to deliver the best outcome for each customer.

What We Are Looking For

• Proven experience in logical networking troubleshooting and solving networking‑related issues (three years minimum).
• Studied or completed a degree in IT, Networking, or a related field.
• Fluent in English, both written and verbal.
• Strong customer service skills.
• Able to work independently and collaborate with global teams.
• Detail‑oriented, organised, and focused on delivering high‑quality results.
• Eager to learn and grow in a fast‑paced tech environment.
• Networking certifications (CCNA, CCNP, CWNA, etc.) are a plus.

Working Hours

• Working time between 7:00 and 19:00 at the office according to the predefined shift plan.
• You will be scheduled to work on weekend and public holiday shifts in a rotating cycle.

What We Offer

• Annual 5% performance‑based incentive bonus in addition to base salary.
• Flexible working environment – 3 days per week in our local office.
• Statutory offering and competitive package included.
• Birthday Leave – take a paid day off to celebrate.
• Generous training allowance + 5 days paid study leave annually.
• A motivated team combining industry experts and emerging talent.
• Recognition programs – including Legend and Kudos Awards.
• Health & wellness programs and mental well‑being support.
• Clear opportunities for career progression.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As an Application Support Engineer, you'll be responsible for maintaining, supporting, troubleshooting, and enhancing critical IT applications across our organisation. You'll work closely with technical teams, business stakeholders, and external vendors to ensure systems remain available, stable, and optimised for performance.

This role is a permanent opportunity and is based in Brisbane or Melbourne.

Responsibilities

• Provide maintenance, support, and troubleshooting services across critical business applications.
• Manage incidents and service requests to agreed service levels and operational standards.
• Investigate application issues, perform root cause analysis, and coordinate resolution activities.
• Support software releases, testing activities, deployments, and production changes.
• Contribute to application availability, resilience, and disaster recovery processes.
• Build trusted relationships with business stakeholders, technical teams, and external vendors.
• Maintain support documentation, processes, and operational procedures.
• Identify opportunities for continuous improvement across systems, tools, and support practices.
• Participate in after‑hours support activities and on‑call arrangements where required.

Qualifications

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You hold a degree in Computer Science, Software Engineering, or a related discipline.
• Your experience includes supporting complex enterprise applications and IT systems.
• You’ll bring strong problem‑solving, analytical, and incident management capabilities.
• You’re confident communicating with technical teams, business stakeholders, and external partners.
• You have experience supporting front and back‑office transaction processing environments.
• Your understanding of IT service management practices helps you deliver reliable outcomes.
• You’ll have knowledge of software development lifecycles and Agile delivery methodologies.
• You’re familiar with the Superannuation or Financial Services industry.
• You hold, or are working towards, an ITIL Foundation certification.

Australian Citizens residing in Australia only respond. Must be able to obtain Negative Vetting Level 1.

Essential Criteria

• At least 5 years experience within Salesforce eco‑system.
• Experience/Exposure with Salesforce Industries including OmniStudio.
• Exposure to OOPs and Apex (Triggers, Controller, Classes) for debugging and managing minor enhancements.
• Hands on experience with version control, branching and metadata deployments.
• Certified Salesforce Admin ADM201 or ADM211 & Platform App Builder.

Desirable Criteria

• Demonstrable experience providing technical support for Experience Cloud.
• Exposure to HTML, CSS and JavaScript is added advantage.
• Platform Developer 1 Certification or Vlocity Certification will be a standout.
• Comfortable with new ways of thinking about accessibility and enthusiastic about accessible design & development will be highly regarded.

We are a global leader in Network as a Service (NaaS), and have transformed the way businesses connect to the cloud, data centers, and each other. ...