Senior Technical Support Engineer - Enterprise Mobility

SOTI Inc; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

SOTI Inc is seeking an experienced Technical Support Specialist Level 3 in Melbourne to deliver expert support for our MobiControl and mobility solutions. You will work directly with customers and cross-functional teams to resolve complex issues and drive satisfaction.

You will diagnose advanced problems, mentor junior staff, and lead critical incidents to quick resolutions while delivering exceptional service.

Qualifications

• Degree in Computer Networking, IT, CS or related technical discipline.
• Significant experience in technical support or enterprise software support.
• Expert-level knowledge of SOTI MobiControl and enterprise mobility management.
• Advanced understanding of mobile OS (Android, iOS, Windows CE/Windows).
• Strong networking fundamentals (OSI model, TCP/IP, DNS, DHCP, VPNs, certificates).
• Excellent analytical and problem-solving skills for complex issues.
• Strong verbal and written communication with customers and teams.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Proactive, customer-focused approach and continuous learning.

Responsibilities

• Provide expert-level technical support for MobiControl and related solutions.
• Serve as highest level of escalation for critical incidents with timely resolutions.
• Manage technical escalations for enterprise and premium customers.
• Deliver SME guidance on implementation, deployment, configuration, and optimization of SOTI software.
• Perform advanced troubleshooting across mobile devices, OS, networking, and enterprise environments.
• Mentor Level1/Level2 technicians and develop team capability.
• Create and maintain detailed technical documentation and knowledge bases.
• Collaborate with Product/Development/QA/Services to identify product improvements.

Skills

Technical support

Analytical thinking

Communication skills

Multi-tasking

Mentoring teammates

Education

Degree in Computer Networking / IT / CS

Job description

SOTI Inc is seeking an experienced Technical Support Specialist Level 3 in Melbourne to deliver expert support for our MobiControl and mobility solutions. You will work directly with customers and cross-functional teams to resolve complex issues and drive satisfaction.

You will diagnose advanced problems, mentor junior staff, and lead critical incidents to quick resolutions while delivering exceptional service.