The Escalation Manager / Technical Support Engineer (Level 2) is responsible for managing and resolving complex technical support requests, troubleshooting issues related to cloud networking products, and serving as the primary point of contact for escalated customer inquiries. This role ensures inbound support requests are promptly answered, triaged, and resolved. It also involves working closely with internal teams to identify the root cause of problems, provide recommendations for improvement, and maintain high standards of customer satisfaction.
ResponsibilitiesCustomer Support & Escalations Management:
Act as the primary point of contact for escalated issues through multiple channels (email, chat, phone) and ensure timely resolution of complex cases.Triage and prioritize inbound support requests, escalating issues internally as required.Maintain a positive, empathetic, and professional attitude while engaging with customers, ensuring high-quality support experience.Troubleshoot customer issues related to cloud networking products, working on live calls to resolve technical problems.Track the progress of open cases, ensuring timely updates and required follow-ups with customers.Collaborate with other teams (e.g., engineering, product, and customer success) to ensure consistent support and problem resolution.Root Cause Analysis & Technical Expertise:
Investigate complex technical issues, identifying root causes, and collaborating with teams to develop effective solutions.Analyze how customers use services, identify trends, and make recommendations for improvements based on customer feedback and usage patterns.Provide detailed technical explanations to customers regarding the functionality and performance of products.Collect and analyze debug information (e.g., logs, memory dumps) to facilitate efficient problem-solving.Product Knowledge & Internal Collaboration:
Develop in-depth knowledge of the company's cloud networking products, staying updated on new features and capabilities.Communicate product-related inquiries to customers and internal stakeholders.Provide feedback to business and development teams on recurring issues, customer needs, and potential product improvements.Process Improvement & Reporting:
Monitor and analyze escalation trends, preparing reports and insights for management.Suggest improvements to internal processes and systems based on observed escalation patterns.Ensure that all escalations meet the company's Service Level Agreements (SLAs) and that any breaches are appropriately managed.About you5+ years of experience in a technical support role or similar position, ideally within cloud or networking environments.A university degree (Bachelors) in Computer Science, Information Technology, or related field, or equivalent practical experience.Technical Support Expertise:Expertise in troubleshooting cloud environments (e.g., AWS), networking protocols, and storage solutions.Ability to lead debug sessions on live customer calls, collecting and analyzing logs and other technical data.Experience setting up multi-host environments (e.g., virtualization) to reproduce complex setups for issue resolution.Soft Skills:Strong communication skills (verbal and written) in English, able to effectively communicate technical concepts to both technical and non-technical audiences.Customer-focused mindset, with the ability to handle high-stress situations while maintaining professionalism.Strong teamwork skills, collaborating with internal and external teams to achieve the best possible outcomes for customers.Innovative thinker, always looking for ways to improve processes and provide better solutions.For the candidateFull-Time Contract
Hybrid location, work from home
This is a permanent role so please only apply if you have full working rights in Australia.
No recruitment agencies please
Job Types: Full-time, Permanent
Summary of role requirements:Looking for candidates available to work:Monday: Morning, AfternoonTuesday: Afternoon, MorningWednesday: Afternoon, MorningThursday: Afternoon, MorningFriday: Afternoon, MorningMore than 4 years of relevant work experience required for this role.Working rights required for this role.Expected salary: $130,000 - $150,000 per year. #J-18808-Ljbffr