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Technical Support Engineer

Megaport
Brisbane, AUS
Full-time
Mid · 3+ years experience
Hybrid
Discovered 2 weeks ago
Network as a Service (NaaS)KPISLA
Free

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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.

Your Role

  • 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 escalate unresolved technical issues.
  • Support inbound sales and general inquiries.
  • Think creatively to deliver the best outcome for each customer.
  • Proven experience in logical networking troubleshooting and solving networking-related issues (three years minimum).
  • Studied or completed a degree in IT, Networking, or a related field.
  • Fluent in English, both written and verbal.
  • Strong customer service skills.
  • Able to work independently and collaborate with global teams.
  • Detail-oriented, organised, and focused on delivering high-quality results.
  • Eager to learn and grow in a fast-paced tech environment.
  • Networking certifications (CCNA, CCNP, CWNA, etc.) are a plus.
  • Working time between 7:00 and 19:00 at the office according to the predefined shift plan.
  • You will be scheduled to work on weekend and public holiday shifts in a rotating cycle.
  • Annual 5% performance-based incentive bonus in addition to base salary.
  • Flexible working environment – 3 days per week in our local office.
  • Statutory offering and competitive package included.
  • Birthday Leave – take a paid day off to celebrate
  • Generous training allowance + 5 days paid study leave annually
  • A motivated team combining industry experts and emerging talent
  • Recognition programs – including Legend and Kudos Awards
  • Health & wellness programs and mental well-being support
  • Clear opportunities for career progression
  • #LI-DNI

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