Technical Support Engineer (Networking)

TL;DR

Technical Support Engineer (Networking): Providing first-line technical and account support for a Network as a Service platform with an accent on network troubleshooting, customer communication, and SLA-driven case resolution. Focus on diagnosing complex connectivity and portal issues, coordinating with vendors and internal teams, and resolving incidents at first contact.

Location: Brisbane, Queensland, Australia; hybrid schedule with 3 days per week in the local office. Working hours are scheduled between 7:00 and 19:00, with rotating weekend and public holiday shifts.

Company

hirify.global provides global Network as a Service solutions through a technology platform supported by distributed engineering and operations teams.

What you will do

• Provide technical support and general customer service by phone, email, and live chat.
• Troubleshoot network, portal, and account-related issues using internal tools.
• Resolve customer issues at first contact while maintaining clear communication throughout each case.
• Track support activities accurately and meet established KPIs and SLAs.
• Collaborate with vendors, suppliers, and internal teams to resolve and escalate technical cases.
• Support inbound sales inquiries and identify opportunities to improve customer services.

Requirements

• At least three years of experience troubleshooting logical networking issues.
• Degree or completed studies in IT, Networking, or a related field.
• Fluent English in written and verbal communication.
• Strong customer service, communication, and problem-solving skills.
• Ability to work independently and collaborate with global teams.
• Availability for hybrid work in the Brisbane office, scheduled shifts, and rotating weekend and public holiday coverage.

Nice to have

• Networking certifications such as CCNA, CCNP, or CWNA.

Culture & Benefits

• Flexible hybrid working environment with three office days per week.
• Annual performance-based incentive bonus of 5% in addition to base salary.
• Training allowance and five days of paid study leave annually.
• Birthday leave, health and wellness programs, and mental well-being support.
• Recognition programs and clear career progression opportunities.

Hiring process

• Candidates meeting the selection criteria are invited to an interview.