We are seeking an experienced Technical Support Engineer to join our Sydney-based team. In this role, you will be responsible for providing technical support to customers through various channels, including phone, email, and chat.
About the Role
You will be the first point of contact for technical issues, resolving cases end-to-end and ensuring outstanding customer experience. You will gain hands-on exposure to some of the most in-demand technologies in AI and cloud computing, with structured onboarding, mentoring, and opportunities to grow into a full-time role.
Responsibilities
* Ownership of the Customer Support Experience: Act as a technical focal point in global customer interactions, delivering timely, accurate, and effective solutions.
* Ownership of the Resolution for Customer's Issues: Use trace/debug tools, source code, and internal systems to identify root causes and implement fixes; collaborate with global escalations and product teams.
* Customer Advocacy: Enable customer self-service, educate on Microsoft technologies, and enhance support satisfaction.
* Product/Process Improvement: Document resolutions, provide feedback for engineering/product enhancements, and adopt evolving support practices.
The ideal candidate will possess strong debugging, troubleshooting, and problem-solving capabilities, as well as a solid understanding of networking and cloud infrastructure.
Requirements
* 2–5 years' experience in technical support or similar role.
* Proficiency in at least one of: Python, JavaScript, C#, Java, R, C++.
* Strong written and verbal communication skills.
* Ability to manage workloads independently and escalate risks when needed.
* Possession of a degree in Computer Science, IT, or related field (or equivalent practical experience).
Benefits
* Direct exposure to AI, ML, and OpenAI technologies.
* Structured onboarding and mentor support.
* Collaborative global team and diverse work culture.
* Flexible hybrid working arrangement.
* KPI-focused environment encouraging growth and performance.