Technical Support Representative

Location: Adelaide, Australia - Hybrid
Who Are We?
About Airlock Digital:

Airlock Digital is a global leader in application control and allowlisting. We seek to empower every organization to run only what they trust and operate free from malware and ransomware.

With rapid growth across Australia, North America, and EMEA. We are committed to our core values, respect, determination, and integrity. We support a diverse and expanding global customer base. At Airlock, we pride ourselves on being a team of humble, collaborative, and driven professionals who support one another and share a passion for cybersecurity.

What we Are Looking For:

The Technical Support Representative provides responsive technical support to Airlock Digital customers. The primary focus is to provide exceptional customer service for customers by troubleshooting problems and resolving issues promptly and effectively.

Key Responsibilities:

• Demonstrate a high level of responsiveness to reported issues and queries
• Diagnose and resolve technical issues
• Provide technical support in accordance with documented processes
• Educate customers on Airlock Digital products
• Collaborate with team members and contribute to team knowledge by sharing skills and resolutions to issues
• Proactively seek out information to expand your skill set
• Learn from senior team member to resolve more complex issues
• Escalate complex technical issues to the Senior Technical Support Representatives when necessary, ensuring proper follow-up and communication to the customer until the problem is resolved.
• Contribute to the creation and maintenance of our knowledge base by documenting known issues, solutions, and best practices to improve self-help resources for customers.
• Adhere to established service-level agreements (SLAs) and ensure timely resolution of customer issues while maintaining high-quality service standards.

Required Skills & Qualifications:

• Experience (1+ year), in a customer support/ technical or related role.
• A passion for IT/Cyber Security.
• An understanding of SaaS concepts. Prior experience with SaaS products is beneficial but not required.
• Motivated by continual learning and improvement.
• Possesses an exceptional customer service ethic.
• Is a proactive problem solver.
• Can quickly establish rapport with others.
• Can communicate clearly both verbally and in writing.
• Background in customer service or previous experience in IT support.
• Required to work on a 24/7 support roster.

What We Offer:

We don't think money is everything, but we know it is an important part of your decision to apply for a role.   Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws.

Flexible Work Environment, Hybrid or Remote – Time Off - Paid Volunteering Time - Birthday Leave - Paid parental Leaves - Home Office Allowance

Our Commitment:

We believe in supporting our team members both personally and professionally. Named one of the Australia's Greatest Places to Work and 5th best technology company for 2025, we value flexibility, trust, and a work environment that empowers our team to do their best work

We will be assessing applications as they come in, so we encourage you to send your resume through to us as soon as possible. All official job offers from our company are extended directly by our recruitment team and will be sent through an official BambooHR document for your review and signature. Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a National Police Check through an authorized third-party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience. No contact from recruitment agencies, thank you #LI-HYBRID #LI-AF1

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