Technical Support Specialist, Level 3

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

Job summary

SOTI in Melbourne is seeking an experienced Technical Support Specialist Level 3 to provide expert-level support for the MobiControl enterprise mobility solution, resolve highly complex issues, and mentor junior teammates.

You will work directly with customers and cross-functional teams to implement deployments, optimize configurations, and drive customer satisfaction in a fast-paced, global environment.

Qualifications

• Degree in Computer Networking, IT, CS preferred.
• Significant experience in technical support or enterprise software support.
• Expert-level knowledge of SOTI MobiControl and enterprise mobility management solutions.
• Advanced understanding of mobile operating systems including Android, iOS, Windows CE, and Windows.
• Strong knowledge of networking fundamentals: OSI, TCP/IP, DNS, DHCP, VPNs, certificates, firewalls.
• Excellent analytical and problem-solving skills for highly complex issues.
• Strong verbal and written communication skills with customers and stakeholders.
• Proven ability to manage multiple priorities in a fast-paced environment.
• A proactive, customer-focused approach with a commitment to quality.

Responsibilities

• Provide expert-level technical support for SOTI's MobiControl, resolving highly complex customer issues.
• Act as the highest level of technical escalation for critical incidents, ensuring timely resolution and satisfaction.
• Manage technical escalations for enterprise and premium customers with clear communications.
• Deliver subject matter expertise on implementation, deployment, configuration, and optimisation of SOTI software.
• Perform advanced troubleshooting across mobile devices, OS, networking and enterprise environments.
• Mentor, coach, and provide guidance to Level 1 and Level 2 staff to build team capability.
• Create and maintain detailed technical documentation and knowledge base articles.
• Collaborate with Product Management, Development, QA, and Professional Services to improve the product and verify fixes.
• Assist with rollout of new features through internal training and knowledge sharing.
• Participate in cross-functional projects to improve support processes and customer experience.

Skills

Technical support

Enterprise software

MobiControl

Networking basics

Mobile OS

Analytical skills

Customer communication

Prioritization

Mentoring

Education

BSc in Computer Science

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.

SOTI does not charge any fees at any stage of the recruitment process. You can verify the authenticity of any SOTI job opportunities by visiting SOTI Careers. SOTI shall not be liable for any fraudulent recruitment activities carried out by unauthorized individuals or organizations.

Job Title : Technical Support Specialist Level 3

Who we are

At SOTI, we are committed to delivering best-in-class mobile and IoT device management solutions. We are looking for out-of-the-box thinkers who 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

SOTI's continued growth and success are driven by innovation, an entrepreneurial mindset, and a commitment to delivering exceptional customer experiences. We are looking for an experienced Technical Support Specialist Level 3 who is passionate about technology, thrives on solving complex technical challenges, and enjoys working directly with customers and cross-functional teams.

In this role, you will serve as a senior technical expert for SOTI's Enterprise Mobility Management solutions, providing advanced troubleshooting, mentoring junior team members, and driving the resolution of critical customer issues. If you have strong technical expertise, excellent analytical skills, and a customer-first mindset, this role offers the opportunity to make a significant impact while advancing your 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 emphasises 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

• Provide expert-level technical support for SOTI's flagship Enterprise Mobility Management solution, MobiControl, resolving highly complex customer issues.
• Act as the highest level of technical escalation for critical customer incidents, ensuring timely resolution and excellent customer satisfaction.
• Manage technical escalations for enterprise and premium customers, maintaining clear communication throughout the support lifecycle.
• Deliver subject matter expertise on the implementation, deployment, configuration, and optimisation of SOTI software solutions.
• Perform advanced troubleshooting across mobile devices, operating systems, networking, and enterprise environments to identify and resolve complex issues.
• Mentor, coach, and provide technical guidance to Level 1 and Level 2 Technical Support Specialists, helping develop team capability.
• Create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and customer resolutions.
• Collaborate with Product Management, Development, Quality Assurance, and Professional Services teams to identify product improvements, reproduce issues, and validate fixes.
• Assist with the rollout of new product features by contributing to internal training, documentation, and knowledge sharing.
• Participate in cross-functional projects and initiatives to improve support processes, customer experience, and operational efficiency.
• Perform additional duties and responsibilities as assigned by management.

Experience you will bring

• Degree in Computer Networking, Information Technology, Computer Science, or a related technical discipline preferred.
• Significant experience in a technical support or enterprise software support environment.
• Expert-level knowledge of SOTI MobiControl and enterprise mobility management solutions.
• Advanced understanding of mobile operating systems including Android, iOS, Windows CE, and Windows platforms.
• Strong knowledge of networking fundamentals, including the OSI model, TCP/IP, DNS, DHCP, VPNs, certificates, firewalls, and enterprise networking concepts.
• Excellent analytical and problem-solving skills with the ability to diagnose and resolve highly complex technical issues.
• Strong verbal and written communication skills, with the ability to communicate effectively with customers, technical teams, and senior stakeholders.
• Proven ability to manage multiple priorities in a fast-paced, customer-focused environment.
• A proactive, customer-focused approach with a commitment to