Manager, Technical Support – ANZ

SOTI; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Job summary

SOTI is seeking a Manager, Technical Support in Melbourne to lead a multi-level support team. You will drive performance, ensure SLA compliance, and partner with Product, Engineering and Customer Success to enhance customer outcomes.

Ideal candidates have a strong foundation in networking and IT, with excellent English communication and a growth mindset for ongoing professional development.

Qualifications

• 3+ years in a leadership role within technical support.
• Strong English communication skills, both written and verbal.
• Solid foundation in computer networking and IT concepts.

Responsibilities

• Lead and manage a team of Team Leads and Technical Support Engineers across L1 to L3.
• Conduct regular one-on-one meetings to drive performance and career development.
• Ensure adherence to SLAs, response times and service quality.
• Monitor support queues, escalations and resolution effectiveness.
• Prepare monthly performance reports with metrics and improvement plans.
• Coach and develop team members for technical capability and progression.
• Collaborate with Product, Engineering and Customer Success to improve outcomes.
• Drive continuous improvement by identifying gaps and updating docs.
• Support workforce planning, capacity management and shift alignment.
• Act as escalation point for critical issues and timely resolution.

Skills

Technical Leadership

Customer Support

Networking Fundamentals

Education

Degree or Diploma in IT/CS

Tools

Microsoft SQL

MDM

Windows

Job description

SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.

Job Title: Manager, Technical Support

Location

Who we are

At SOTI, we are committed to delivering best-in-class mobile and IoT (Internet of Things) device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software. To us, being visionary is more important than doing things the way they have always been done.

What We Are Looking For

We are seeking an early-career professional with a strong foundation in technology and a passion for delivering exceptional customer support. As a Technical Support Manager, you bring energy, curiosity, and a proactive approach to identifying and resolving complex technical issues.

You demonstrate a solid understanding of computer networking principles, coupled with strong analytical and problem-solving skills, and the ability to perform effectively in a fast-paced environment. You are motivated to continuously learn, adapt, and grow, while maintaining a high standard of customer experience.

This role offers significant opportunities for professional development and the chance to build a long-term career with SOTI.

What’s in it for you?

_The People -_From our humble origins in our founder’s basement to our industry-leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasizes personal growth, continuous innovation and fun.

_The Growth -_Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast-paced environment with a global reach that encourages you to make your mark and be part of something big!

The Technology - You’ll get the chance to work with leading-edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI’s partners which include leading tech giants that will keep you on the cusp of emerging technologies.

What You Will Do

• Lead and manage a team of Team Leads and Technical Support Engineers across L1 to L3 support

• Conduct regular one-on-one meetings to drive performance, engagement, and career development

• Ensure adherence to SLAs, response times, and overall service quality standards

• Monitor support queues, escalations, and resolution effectiveness to maintain operational excellence

• Prepare and present monthly performance reports, including key metrics, insights, and improvement plans

• Coach and develop team members to enhance technical capability, productivity, and career progression

• Ensure teams are equipped with the right tools, resources, and knowledge for efficient operations

• Collaborate with cross-functional teams such as Product, Engineering, and Customer Success to improve processes and customer outcomes

• Drive continuous improvement by identifying gaps, optimizing workflows, and updating documentation

• Support workforce planning, capacity management, and shift alignment to meet business demands

• Act as an escalation point for critical issues and ensure timely resolution

• Demonstrate flexibility to accommodate early or late calls and meetings based on business and regional requirements

Experience You Will Bring

• Degree or Diploma in Computer Networking, Information Technology, Computer Science, or a related technical field

• 8+ years of experience in technical support, including at least 3+ years in a leadership or management role

• Strong understanding of technical support operations, including SLA management and escalation handling

• Excellent verbal and written communication skills in English

• Proven problem-solving ability with a structured and analytical approach

• Strong leadership qualities with the ability to coach, mentor, and motivate teams

• Ability to thrive in a fast-paced, dynamic environment with a focus on results and continuous improvement

• Knowledge of mobile computing platforms, including Windows, iOS, Android, and legacy systems such as Blackberry

• Understanding of networking fundamentals, databases, and enterprise software environments

• Experience with Mobile Device Management (MDM) solutions is an advantage

• Working knowledge of Microsoft SQL or similar database technologies is preferred

Working Arrangement: This is a hybrid role, with employees expected to work from the office on Mondays, Wednesdays, and Fridays, and remotely on Tuesdays and Thursdays. Please note that SOTI reserves the right to amend or modify the hybrid working model in line with business requirements.

#LI-DK1

#Hybrid

Please note that SOTI does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.