Technical Support Engineer

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 350 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. The Role This role is responsible for supporting the Megaport customer base in addressing technical issues, account issues, and general inquiries via phone and web-based support platforms. True to the nature of customer service, the role is dynamic and fast-paced, offering many opportunities for career development. The successful candidate is comfortable working autonomously, enjoys problem-solving, and has a keen eye for detail. They will have strong written and verbal communication skills to foster positive customer interactions and relationships. They will enjoy working in a friendly, supportive team that encourages collaboration. As an internal customer advocate, the successful candidate will work closely with global teams to resolve customer requests efficiently. Including but not limited to comfortably communicating, troubleshooting, and escalating complex technical problems. The role is exposed to challenges and demands involved in a rapidly expanding global network. What You'll Be Doing - Providing high-quality customer service. - Managing multiple customer communication channels. - Meet or exceed customer support KPIs and SLAs. - Adhering to operating procedures and policies. - Thoroughly document work using relevant systems/software. - Troubleshoot network, portal, and account issues using various tools. - Prioritise first contact resolution and manage customer communication until resolution. - Identify opportunities for customers to optimize their services. - Think outside the box to achieve the best outcome for our customers. - Manage requests from vendors, suppliers and other business units. - Provide accurate and detailed information on unresolved incidents as the interface with key business units, customers, and management. What We Are Looking For - Minimum of three years experience in network incident resolution, mitigation, deployment, and maintenance - CCNA/JNCIA with work experience in network incident resolution or network infrastructure is required. - Production experience with IS-IS, BGP, MPLS Traffic Engineering, and MPLS Layer 2/3 VPNs - Hands-on experience with Juniper and Cisco hardware platforms (certification is nice to have but not a requirement). - Virtual machine experience - Internet Peering - A passion for innovation and technology. - Understanding of fundamental networking and software concepts. - Fluent in English, with excellent written and verbal communication skills. - Comfortable working with internal and external stakeholders to deliver exceptional customer service. - Ability to work autonomously within a globally dispersed team environment. - Strong work ethic. - Strong problem-solving skills, comfortable thinking outside the box to deliver solutions quickly. - Confident in communicating, troubleshooting, and escalating complex technical problems. - High attention to detail. - Solution-focused and a keen interest in process improvement. What We Offer - Flexible working environment – a remote‑first culture with coworking options available - Generous leave plans – including, parental leave, birthday leave, and a purchased annual leave program - Health and wellness support – through a wellness allowance and employee wellbeing initiatives - Comprehensive learning support – generous study and training allowance plus paid study leave - Creative, modern workspaces – designed to inspire when you're not working remotely, plus access to coworking spaces via our global WeWork membership if you work remotely, but like to get out of the house sometimes - Motivated, inclusive team – work alongside industry experts and fresh talent - Recognition programs – celebrate achievements with our Legend and Kudos award #LI-DNI If you have any questions, please reach out to Megaport's Talent Acquisition Team at Careers@megaport.com All Megaport business correspondence is conducted via our business email accounts (@megaport.com). If you have any concerns, please reach out to Megaport's careers team careers@megaport.com directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@megaportau.com". All applications will be treated in confidence. Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants, why, and how we store and use it. Note that you’re entitled to know what personal data of yours Megaport holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact Megaport's data protection officer if you have any further privacy‑related questions. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies. #J-18808-Ljbffr