Customer Support Lead

TL;DR

Customer Support Lead (APAC): Leading the Customer Support Services team in Asia Pacific, managing operations, rosters, and escalations for Network as a Service platform with an accent on technical troubleshooting, SLA adherence, and incident management. Focus on balancing 24x7 coverage, coaching team members, and driving process improvements in a global network environment.

Location: Brisbane, Queensland - Hybrid (office attendance required)

Company

Global leader in Network as a Service (NaaS), publicly listed on Australian Stock Exchange, partnering with Amazon, Microsoft, Google, headquartered in Brisbane with 400+ employees across Asia-Pacific, Europe, and Americas.

What you will do

• Manage day-to-day customer support operations, providing guidance and supervision across shifts for Customer Support Specialists and L1/L2 engineers.
• Conduct 1:1s, performance reviews, and career development for team members; address performance issues through coaching.
• Provide hands-on technical support, troubleshooting complex issues, and acting as escalation point for customers.
• Own incident management end-to-end, coordinating with internal teams and ensuring SLA/KPI compliance.
• Build and manage 24x7 rosters, monitor staffing, and handle leave/attendance to maintain coverage.
• Develop reports on performance metrics and provide insights to leadership for operational improvements.

Requirements

• Minimum 2 years in people leadership; proficient in networking concepts.
• CCNA/JNCIA certification with experience in network incident resolution or infrastructure required.
• Experience with fiber optic networks; strong problem-solving and communication skills.
• Ability to work autonomously in a semi-remote, globally dispersed team.
• High attention to detail, team-oriented with coaching experience.

Culture & Benefits

• Collaborative, supportive environment with flat hierarchy and customer-centric values.
• Flexible working, birthday leave, generous study/training allowance + 5 paid study days.
• Creative workspaces, health and wellness program, recognition awards.
• Work across time zones in a fun, innovative team of tech experts.