Lead Technical Support Engineer

TL;DR

Lead Technical Support Engineer: Acting as the senior technical leader within the support organization, driving issue resolution at scale and enabling team effectiveness with an accent on cross-functional influence and operational ownership. Focus on mentoring engineers, optimizing workflows, and leveraging AI tools to enhance troubleshooting and platform stability.

Location: Adelaide, Australia (Hybrid)

Company

hirify.global is a leading global technology company providing a vast range of IT services, including financing, lifecycle management, and AI-powered digital platforms for the worldwide IT sales channel.

What you will do

• Act as the primary technical escalation point for complex, business-critical issues.
• Represent the support organization in Engineering and Product meetings to advocate for customer impact.
• Manage end-to-end workflows, including ticket prioritization, backlog health, and SLA adherence.
• Mentor and coach L1/L2 engineers to elevate technical capabilities and performance.
• Drive shift-left initiatives to improve self-service, documentation, and first-touch resolution.
• Lead technical coordination for major incidents and implement post-incident improvements.

Requirements

• 7+ years of experience in technical support or related technical roles.
• Strong expertise in cloud, APIs, integrations, and system architecture.
• Proven leadership, mentorship, and cross-functional influence skills.
• Experience driving operational improvements and workflow optimization.
• Excellent communication skills with the ability to translate technical issues into business impact.

Culture & Benefits

• Genuine career progression opportunities within a global organization.
• Hybrid working environment.
• Access to LinkedIn Learning and top-tier training courses.
• Competitive remuneration package.
• Staff purchase policy and generous benefits scheme.