Technical Support Engineer at megaport

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 400 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. Your Role This role is responsible for delivering exceptional customer support to Megaport’s global customer base, ensuring a seamless and positive customer experience at every interaction. As a Technical Support Engineer (TSE), you will serve as the first point of contact for customers requiring technical assistance or account-related support, providing timely, accurate, and professional responses across multiple communication channels including phone and web-based platforms. You will troubleshoot and resolve a wide range of technical networking issues, guide customers through service configurations, and coordinate with internal teams to ensure swift issue resolution. Your ability to communicate complex technical concepts clearly—both verbally and in writing—will be essential in maintaining customer confidence and satisfaction. You will also document cases thoroughly, contribute to internal knowledge bases, and help identify opportunities to improve processes and the overall customer experience. Working in a fast-paced, global environment, you will be expected to manage competing priorities, think critically under pressure, and operate with a high degree of autonomy. This role requires strong problem-solving skills, attention to detail, and a proactive approach to identifying and preventing potential issues before they impact customers. This position is ideal for someone passionate about networking technologies and eager to grow their career within a global technology company known for its strong engineering culture and supportive, team-oriented environment. If you thrive on solving technical challenges, delivering world-class service, and continuously expanding your knowledge in a dynamic industry, this role offers an exciting pathway for professional development. What You’ll Be Doing • Maintain a strong personal knowledge of Megaport products, network services, processes, tools, and policies. • Provide hands-on technical SME assistance and complex troubleshooting. • Escalate complex technical faults when required, providing clear and detailed context. • Ensure customer service demand is met and all SLAs are consistently achieved. • Deliver responsive, high-quality support to the Megaport global customer base across multiple channels. • Maintain thorough and precise case notes, troubleshooting steps, resolutions, and customer communications within internal ticketing systems. • Ensure documentation supports knowledge sharing, reporting, and seamless handovers across global teams. • Work closely with other departments across Megaport (e.g., Network/Infrastructure, Engineering, Product, Billing, Procurement/Suppliers as relevant) to achieve shared business goals. • Advocate for the customer internally by turning feedback and recurring issues into clear, prioritised improvement initiatives. • Customer Satisfaction (CSAT): Maintain or improve CSAT for support interactions, with targets set by region/queue and reviewed monthly. • Net Promoter Score (NPS): Enhance NPS by addressing support experiences and mitigating negative driver themes associated with support (e.g., slow response, unclear communication). • SLA adherence greater than or equal to 85% • Queue Health: Keep ticket backlog within defined limits, with minimal breached SLAs and no unmanaged long-lived tickets (aging reviewed weekly). • Ticket Hygiene & Documentation Quality: High-quality internal/external notes (clear, complete, technically accurate), correct categorisation, and consistent use of macros/templates where relevant. • QA Score / Interaction Quality: Achieve quality targets from ticket/call reviews (accuracy, clarity, tone, correct troubleshooting, correct escalation). • Reopen & Repeat Contact Rate: Reduce avoidable reopens and repeat contacts through better diagnosis, documentation, and customer guidance. • Escalation Rate (Right-First-Time Escalation): Maintain appropriate escalation levels—escalate when needed, avoid unnecessary escalations, and improve “right team, right detail” escalations. • Escalation Handling Time: Time from escalation to action/engagement meets expectations; customers receive timely updates. • Incident Management Outcomes: Incident process followed end-to-end (timely comms, coordination, stakeholder alignment, and post-incident review completion). What We Are Looking For • Significant proven experience in a comparable support role within an ISP, data centre, telecoms, or cloud connectivity organisation. • Good knowledge of fundamental networking concepts (e.g., routing/switching basics, VLANs, BGP fundamentals, latency/packet loss, troubleshooting methodology). • CCNA or JNCIA (or equivalent) is highly desirable, along with proven work experience in network incident resolution and/or network infrastructure. • Experience and understanding of fibre optic networks and associated fault domains (where issues commonly occur, how they present, and how to coordinate resolution). • Strong ability to solve complex technical problems and guide others through structured troubleshooting and decision-making. • Excellent written and verbal communication skills and the ability to produce clear, calm, and accurate customer updates during both BAU and incident conditions. • Able to communicate effectively with all levels of the business and work across internal and external stakeholders to deliver exceptional customer service. • Strong customer advocacy mindset: understands customer needs, sets expectations well, and drives outcomes that improve trust and satisfaction. • Experience coordinating customer-facing incidents end-to-end (triage, escalation, comms, follow-up), maintaining composure and clarity under pressure • Able to work autonomously in a semi-remote role within a globally dispersed team environment, managing competing priorities with minimal supervision. • Strong work ethic, reliable follow-through, and consistent accountability for outcomes. • Team player who enjoys collaboration, contributes ideas, and is comfortable mentoring and coaching others. • Passion for innovation and technology, with an interest in staying current across evolving ISP and cloud landscapes.. What We Offer • 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, as well as mental well-being support. #LI-DNI If you have any questions, please reach out to Megaport's Talent Acquisition Team at [Upgrade to PRO to see contact] NOTE: All Megaport business correspondence is conducted via our business email accounts (@megaport.com). If you have any concerns, please reach out to Megaport's careers team [Upgrade to PRO to see contact] directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@megaportau.com". All applications will be treated in confidence. Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants, why, and how we store and use it. Note that you’re entitled to know what personal data of yours Megaport holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact Megaport's data protection officer if you have any further privacy-related questions. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies.