Hybrid Technical Support Engineer

at Megaport

• Job title: Technical Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Brisbane, Australia

Responsibilities

• 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.

Requirements

• 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.
• High attention to detail.
• Solution-focused and a keen interest in process improvement.

Benefits

• 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