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 350 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.

The Role

Megaport is looking for a bilingual (English and Spanish) Technical Support Engineer to help our global customers with technical network issues, account inquiries, and general service requests through phone and online platforms. Strong communication in both languages is essential, as you’ll work daily with international customers and teams.

This is a shift-based position that offers excellent opportunities for technical growth in a fast-paced, hands-on environment. You’ll collaborate with global teams to troubleshoot and resolve complex network problems, ensuring customers receive high-quality support. The ideal candidate has a Bachelor’s Degree in IT, Telecommunications, or a related field, and at least 2 years of experience in Networking Incident Resolution or Network Infrastructure.

If your rostered days fall between Tuesday and Thursday, you’ll be required to work from the office; other shifts may be remote.

What You’ll be Doing

• Provide high-quality customer service to global customers.
• Manage communication through phone, email, and online platforms.
• Meet or exceed customer support targets (KPIs and SLAs).
• Follow all company procedures and policies.
• Document your work clearly using the required systems and software.
• Troubleshoot network, portal, and account issues using different tools.
• Focus on resolving issues on first contact and keep customers informed until resolved.
• Find ways to help customers improve and optimise their services.
• Think creatively to achieve the best outcome for customers.
• Handle requests from vendors, suppliers, and internal teams.
• Provide accurate and detailed updates on unresolved incidents to management and other teams.

What We Are Looking For

• Bachelor’s Degree in IT, Telecommunications, or a related field.
• 3+ years of experience in network support or infrastructure.
• Fluent in English, both written and spoken.
• Able to work from the office three days per week when required.CCNA or JNCIA certification with practical network experience (required).
• Experience with IS-IS, BGP, MPLS, and Layer ²⁄₃ VPNs.
• Hands-on experience with Juniper and Cisco hardware (certification preferred).
• Knowledge of virtual machines and internet peering.
• Strong technical curiosity and passion for innovation.
• Good understanding of networking and software fundamentals.
• Works well independently and in global teams.
• Detail-oriented, problem solver, and customer focused.

What We Offer

• Competitive Compensation Packages
• Flexible working environments
• Birthday Leave
• Generous study and training program + 5 days paid study leave
• Additional Leave via Purchased Annual Leave SchemeHealth and Wellness Program

If you have any questions, please reach out to Megaport’s Talent Acquisition Team at [email protected]

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 [email protected] 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.