Support Engineer (L1)

Job description

**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 600 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. We’re committed to increasing representation in the tech industry and welcome applicants from all backgrounds. Don’t meet every requirement? That’s okay. If you’re excited about this role, we encourage you to apply. ### **Your Role** This is an exciting opportunity for a Support Engineer (L1) to solve real-world networking challenges while collaborating with global teams. In this role, you’ll be the first line of response to customer-reported issues, taking ownership of tickets, performing essential diagnostics, and delivering exceptional support experiences. You’ll work both independently and collaboratively in a dynamic environment that values reliability, proactive monitoring, and continuous learning. This position is ideal for a motivated engineer looking to build their career within a global technology company that fosters a strong engineering culture and a supportive, customer-focused team. As a Support Engineer (L1), your primary responsibility involves efficiently addressing customer concerns communicated through tickets, live chat, and calls, ensuring clear and effective communication to understand and resolve issues promptly. Additionally, you’ll be responsible for the proactive monitoring of our systems and services to identify and rectify potential problems before they impact operations. When faced with complex or high-severity issues, you will gather essential diagnostics and seek guidance from Senior Support Engineers to ensure swift and accurate escalations. Your consistent presence across our shift rotations, ensuring coverage 24 hours a day, 7 days a week, underlines our commitment to providing uninterrupted support and maintaining operational continuity at all times. ### What You’ll Be Doing - #### Customer Support & Service Excellence - Deliver exceptional technical support and customer service via phone, email, and live chat. Process incoming customer calls promptly following ticket submissions to clarify issues, address queries, and ensure accurate understanding. - Skillfully assess and prioritize tickets based on urgency and operational impact, ensuring critical issues receive immediate attention. - Maintain high customer satisfaction by resolving issues at the first point of contact whenever possible and keeping customers informed throughout the process. - Meet or exceed defined KPIs and SLAs while adhering to established operating procedures and policies. - Strive to independently resolve customer concerns at the first point of contact, escalating complex technical issues to Senior Support Engineers (L2) only when appropriate. - Manage escalations between global teams (e.g., acting as a bridge between regional support teams) to ensure seamless communication and timely resolution. - Proactively identify opportunities to enhance customers’ services or improve their overall experience. ### Service Monitoring & Incident Response - Proactively monitor company services, network ports, and peering platforms using alerting and incident response tools to ensure high availability and stability. - Process alert logs, detect anomalies, and take immediate corrective measures, including opening vendor or customer tickets when necessary. - Perform system initialization post-server reboots, verifying that traffic restores to pre-reboot baselines and escalating timely if performance inconsistencies occur. - Create and update detailed incident reports, maintaining accurate, real-time updates on status pages for customer transparency. - Regularly monitor aggregated content and performance graphs to track trends and identify potential service degradation. - Process maintenance notifications (internal and external). #### Knowledge Sharing - Contribute to building and maintaining an integrated internal knowledge base by documenting known issues, standard operating procedures, and basic troubleshooting guides. - Maintain high-quality documentation for designs, configurations, known issues, troubleshooting procedures, and post-incident learnings to enable repeatable outcomes and team uplift. - Learn and adopt new systems, monitoring applications, and support tools introduced across integrated global operations. ### Your Success Metrics - #### Installation Efficiency & Quality - Track the number, timeliness, and success rate of service installations. - Maintain a high first-time success rate, minimising rework or follow-up visits. - Collect and analyse customer feedback post-installation to gauge satisfaction and identify areas for improvement. #### Ticket & Alert Resolution Performance - Achieve a high percentage of received tickets and alerts resolved without further escalation. - Achieve a strong First Time Resolution rate. - Ensure essential diagnostic checks and detailed internal notes are completed for 100% of handled tickets within SLA timeframes. - Ensure that all issues undergo thorough diagnostic checks before being resolved or escalated. - Maintain strong adherence to KPIs and SLAs for response and resolution times. - Quickly prioritize, categorize, and process monitoring alerts within target timelines, ensuring service-impacting events are properly communicated and documented. - Maintain 100% accuracy in incident reports and status page updates to ensure full transparency for customers and internal teams. - Aim for high first-contact resolution and reduced case reopen rates. ### What We Are Looking For #### Technical Expertise - Strong foundational understanding of network infrastructure and protocols, including LAN/WAN fundamentals (Ethernet, switches, VLANs, IP addressing, ASN, prefixes, and BGP basics). - Hands-on experience with a variety of network equipment (e.g., Cisco, Juniper, Nokia, MikroTik, and similar platforms). - Good understanding of networking protocols, including MPLS, OSPF, BGP, and other advanced routing protocols. - Familiarity with network hardware platforms and tools used in technical support and network monitoring operations. - Proven experience in logical troubleshooting and resolving networking issues (minimum of three years). #### Customer Support & Problem-Solving - Exceptional ability to assess, prioritise, and resolve customer issues efficiently while maintaining clear and professional communication. - Strong customer service orientation with a focus on understanding customer needs and delivering effective solutions. - Proven ability to monitor services proactively, detect anomalies, and take corrective action to maintain stability and reliability. #### Communication & Collaboration - Excellent written and verbal communication skills in English. - Ability to collaborate effectively with global teams while also working independently when required. - Team-oriented mindset with a focus on cooperation, mutual support, and shared success. - Strong interpersonal skills to build positive relationships with customers and colleagues across regions. #### Personal Attributes - Detail-oriented, organised, and committed to delivering high-quality results. - Self-motivated and proactive, with the ability to thrive in a dynamic, fast-paced technical environment. - High flexibility and readiness to work in a 24/7 rotational shift environment (including night shifts and weekends). ### Working Hours - **Office-based role:** Sector 26, Gurgaon Delhi, Gurugram, Haryana - **Schedule:**8.5 hours per shift - You will be scheduled to work on weekends, public holiday and night shifts in a rotating cycle - Working visits to the Locations which are under your responsibility for meeting partners, vendors, team, checking the quality of the network - 90-day notice period for resignation after the trial period - Working exclusively for Extreme Infocom Pvt. Ltd. and not for any other companies.