Technical Support Engineer

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** Join Megaport, a global leader in Network as a Service (NaaS), as we continue to expand. We’re looking for a Technical Support Engineer with a background in networking who is passionate about helping customers and solving technical problems. You’ll be the first point of contact for our customers, helping resolve technical and account-related issues via phone and web-based support. This is a dynamic, high-growth opportunity to work on real-world networking challenges while collaborating with teams around the world. You’ll work independently, think creatively to resolve issues, and provide exceptional customer service. This role is ideal for someone looking to grow their career in a global tech company with a strong engineering culture and supportive team environment. ### What You’ll Be Doing - Provide Technical Support and General Enquiry Customer Service via phone, email, and live chat. - Meet or exceed support targets (KPIs and SLAs). - Adhere to operating procedures and policies - Accurately document all support activities using internal systems. - Troubleshoot network, portal, and account-related issues using provided tools. - Focus on resolving issues at first contact and keep customers informed. - Spot opportunities to help customers improve their services. - Collaborate with vendors, suppliers, and internal teams to resolve cases. - Clearly communicate and escalate unresolved technical issues. - Support inbound sales and general inquiries. - Think creatively to deliver the best outcome for each customer. ### What We Are Looking For - Proven experience in logical networking troubleshooting and solving networking-related issues (three years minimum). - Studied or completed a degree in IT, Networking, or a related field. - Fluent in English, both written and verbal. - Strong customer service skills. - Able to work independently and collaborate with global teams. - Detail-oriented, organised, and focused on delivering high-quality results. - Eager to learn and grow in a fast-paced tech environment. - Networking certifications (CCNA, CCNP, CWNA, etc.) are a plus. ### Working Hours - Working time between 7:00 and 19:00 at the office according to the predefined shift plan. - You will be scheduled to work on weekend and public holiday shifts in a rotating cycle. ### What We Offer - Annual 5% performance-based incentive bonus in addition to base salary. - Flexible working environment – 3 days per week in our local office. - Statutory offering and competitive package included. - Birthday Leave – take a paid day off to celebrate - Generous training allowance + 5 days paid study leave annually - A motivated team combining industry experts and emerging talent - Recognition programs – including Legend and Kudos Awards - Health & wellness programs and mental well-being support - Clear opportunities for career progression