Technical Support Engineer

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

Hybrid Full-time Not specified Customer Support

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.

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 elevate unresolved technical issues.

Support inbound sales and general inquiries.

Think creatively to deliver the best outcome for each customer.