Support Engineer (L1)

WebHosting; Australia; On-site; 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

Hybrid Full-time Not specified Customer Support

Job Description

About MegaportWe’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 CultureWe’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.

Your Role

This is an exciting opportunity for a Support Engineer (L1) to solve real-world networking challenges while collaborating with global teams. In this role, you’ll be the first line of response to customer-reported issues, taking ownership of tickets, performing essential diagnostics, and delivering exceptional support experiences. You’ll work both independently and collaboratively in a dynamic environment that values reliability, proactive monitoring, and continuous learning. This position is ideal for a motivated engineer looking to build their career within a global technology company that fosters a strong engineering culture and a supportive, customer-focused team.

As a Support Engineer (L1), your primary responsibility involves efficiently addressing customer concerns communicated through tickets, live chat, and calls, ensuring clear and effective communication to understand and resolve issues promptly. Additionally, you’ll be responsible for the proactive monitoring of our systems and services to identify and rectify potential problems before they impact operations. When faced with complex or high-severity issues, you will gather essential diagnostics and seek guidance from Senior Support Engineers to ensure swift and accurate escalations. Your consistent presence across our shift rotations, ensuring coverage 24 hours a day, 7 days a week, underlines our commitment to providing uninterrupted support and maintaining operational continuity at all times.

What You’ll Be Doing

• Deliver exceptional technical support and customer service via phone, email, and live chat. Process incoming customer calls promptly following ticket submissions to clarify issues, address queries, and ensure accurate understanding.
• Skillfully assess and prioritize tickets based on urgency and operational impact, ensuring critical issues receive immediate attention.
• Maintain high customer satisfaction by resolving issues at the first point of contact whenever possible and keeping customers informed throughout the process.
• Meet or exceed defined KPIs and SLAs while adhering to established operating procedures and policies.
• Strive to independently resolve customer concerns at the first point of contact, escalating complex technical issues to Senior Support Engineers (L2) only when appropriate.
• Manage escalations between global teams (e.g., acting as a bridge between regional support teams) to ensure seamless communication and timely resolution.
• Proactively identify opportunities to enhance customers’ services or improve their overall experience.
• Proactively monitor company services, network ports, and peering platforms using alerting and incident response tools to ensure high availability and stability.
• Process alert logs, detect anomalies, and take immediate corrective measures, including opening vendor or customer tickets when necessary.
• Perform system initialization post-server reboots, verifying that traffic restores to pre-reboot baselines and escalating timely if performance inconsistencies occur.
• Create and update detailed incident reports, maintaining accurate, real-time updates on status pages for customer transparency.
• Regularly monitor aggregated content and performance graphs to track trends and identify potential service degradation.
• Process maintenance notifications (internal and external).

Knowledge Sharing

Contribute to building and maintaining an integrated internal knowledge base by documenting known issues, standard operating procedures, and basic troubleshooting guides.

Maintain high-quality documentation for designs, configurations, known issues, troubleshooting procedures, and post-incident learnings to enable repeatable outcomes and team uplift.

Learn and adopt new systems, monitoring applications, and support tools introduced across integrated global operations.