Technical Support Engineer for WiFi HaLow Solutions

1 week ago

Sydney, New South Wales, Australia Morse Micro Full time

This is a rare opportunity to join Morse Micro, a leading company in the AU technology sector, as a Technical Support Engineer for WiFi HaLow solutions. With a rapidly growing team and cutting-edge products, you will play a critical role in ensuring customer success.

Job Description

The successful candidate will be responsible for providing frontline technical support, troubleshooting, and offering solutions to complex issues related to Morse Micro's WiFi HaLow IC. This includes resolving technical inquiries, configuring, and improving customer experience by applying knowledge of networking protocols.

In this role, you will collaborate closely with internal engineering teams on escalations, bug reports, and product improvements, providing timely feedback to the product and R&D teams based on customer interactions. You will also manage customer tickets, track issues, and follow up on resolutions using platforms like Zendesk and JIRA, driving continuous improvement in customer support efficiency.

A key responsibility will be to develop and maintain detailed knowledge base articles, troubleshooting guides, FAQs, and product documentation, ensuring content is easily accessible and comprehensive for internal and external customers.

Key Responsibilities:
  • Technical Support & Troubleshooting: Resolve technical issues related to Morse Micro's WiFi HaLow IC, including troubleshooting, configuration, and technical inquiries.
  • Knowledge Base Development: Create, maintain, and enhance detailed knowledge base articles, troubleshooting guides, FAQs, and product documentation.
  • Collaborate with Engineering Teams: Work closely with internal engineering teams on escalations, bug reports, and product improvements.
  • Platform Management: Manage customer tickets, track issues, and follow up on resolutions using platforms like Zendesk and JIRA.
Requirements

To be successful in this role, you will need a Bachelor's degree in Electrical Engineering, Computer Science, or a related field, and 2+ years of experience in a technical support or customer success engineering role. You should have a strong understanding of WiFi technologies, RF principles, and networking protocols, as well as hands-on experience with APIs, data integration, and database management.

You should also be proficient with scripting languages such as Python or Bash for automation, and familiar with support tools like Zendesk and JIRA for ticketing and issue tracking. Excellent written and verbal communication skills are essential, with the ability to explain technical concepts to non-technical users.

Estimated Salary: AU$90,000 - AU$120,000 per annum

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