Customer Technical Support Engineer

4 weeks ago

Dublin, Dublin City, Ireland Megaport Limited Full time

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Your Role

This is a 6-month contract position based hybrid out of our Dublin office, supporting Megaport's global customer base across a range of technical, account, and general inquiries. You'll be the first point of contact via phone and web-based platforms, helping customers navigate challenges and get the most out of our services.

Fast-paced and ever-evolving, this role suits someone who thrives on problem-solving, works well independently, and brings strong attention to detail. You'll communicate clearly and confidently, fostering positive customer experiences and building trust with every interaction.

As a customer advocate, you'll work closely with teams across the globe—escalating technical issues, collaborating on solutions, and contributing to a culture of service excellence. This is a great opportunity to gain hands-on experience within a high-growth tech environment, backed by a collaborative and supportive team.

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.

What You'll Be Doing

Deliver exceptional customer service through every interaction.
Handle and manage inquiries across multiple communication channels.
Consistently meet or exceed customer support KPIs and SLA targets.
Comply with established procedures, policies, and operational standards.
Accurately document all activities using appropriate systems and tools.
Diagnose and resolve network, portal, and account issues using a range of troubleshooting tools.
Prioritise first-contact resolution and maintain clear communication with customers until issues are fully resolved.
Identify and recommend opportunities for customers to optimise and enhance their services.
Apply creative problem-solving to deliver the best outcomes for customers.
Coordinate requests from vendors, suppliers, and internal business units.
Serve as a key liaison, providing accurate and detailed updates on unresolved incidents to business units, customers, and management.

What We Are Looking For

Minimum of three years experience in network incident resolution, mitigation, deployment, and maintenance
CCNA/JNCIA with work experience in network incident resolution or network infrastructure is required.
Production experience with IS-IS, BGP, MPLS Traffic Engineering, and MPLS Layer 2/3 VPNs
Hands-on experience with Juniper and Cisco hardware platforms (certification is nice to have but not a requirement).
A passion for innovation and technology.
Understanding of fundamental networking and software concepts.
Fluent in English, with excellent written and verbal communication skills.
Comfortable working with internal and external stakeholders to deliver exceptional customer service.
Ability to work autonomously within a globally dispersed team environment.
Strong work ethic.
Strong problem-solving skills, comfortable thinking outside the box to deliver solutions quickly.
Confident in communicating, troubleshooting, and escalating complex technical problems.
High attention to detail.
Solution focus and a keen interest in process improvement.

What We Offer

Flexible working environment – a remote-first culture with coworking options available.
Generous leave plans – including parental leave, birthday leave, and a purchased annual leave program.
Health and wellness support – through a wellness allowance and employee wellbeing initiatives.
Comprehensive learning support – generous study and training allowance plus paid study leave.
Creative, modern workspaces – designed to inspire when you're not working remotely, plus access to coworking spaces via our global WeWork membership if you work remotely, but like to get out of the house sometimes.
Motivated, inclusive team – work alongside industry experts and fresh talent
Recognition programs – celebrate achievements with our Legend and Kudos awards.

If you have any questions, please reach out to Megaport's Talent Acquisition Team at Careers@megaport.com

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 careers@megaport.com 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.

Seniority level

Seniority levelAssociate

Employment type

Employment typeContract

Job function

Job functionInformation Technology, Customer Service, and Engineering
IndustriesTelecommunications, Software Development, and Computer and Network Security

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