Networking Support Engineer - Solve Tech, Delight Customers

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

Job summary

Megaport is seeking a Technical Support Engineer to join our global NaaS team in a hybrid role. You will be the first point of contact for customers, resolving technical and account-related issues by phone and web-based support.

You'll work independently, document activities, and collaborate with vendors and internal teams to ensure quick, effective resolutions while upholding our high standards of customer service and problem solving in a fast-growing tech environment.

Qualifications

• Provide technical support and handle general inquiries via multiple channels.
• Document all support activities in internal systems.
• Troubleshoot network, portal, and account-related issues.
• Aim to resolve issues at first contact and update customers.
• Collaborate with vendors and internal teams to resolve cases.
• Escalate unresolved issues clearly when needed.

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.
• Troubleshoot network, portal, and account-related issues.
• Collaborate with vendors and internal teams to resolve cases.
• Support inbound sales and general inquiries.
• Think creatively to deliver the best outcome.

Job description

Megaport is seeking a Technical Support Engineer to join our global NaaS team in a hybrid role. You will be the first point of contact for customers, resolving technical and account-related issues by phone and web-based support.

You'll work independently, document activities, and collaborate with vendors and internal teams to ensure quick, effective resolutions while upholding our high standards of customer service and problem solving in a fast-growing tech environment.