💼 About This Role

You'll serve as the first point of contact for Megaport's global customers, providing technical support across phone and web channels. You'll troubleshoot networking issues, guide service configurations, and collaborate with internal teams to ensure swift issue resolution. This role offers a pathway for professional growth in a global NaaS leader.

🎯 What You'll Do

• Provide hands-on technical SME assistance and complex troubleshooting
• Escalate complex faults with clear context to appropriate teams
• Maintain thorough case notes in ticketing systems for knowledge sharing
• Advocate for customers by turning feedback into improvement initiatives

📋 Requirements

• Significant support experience in ISP, data center, telecoms, or cloud connectivity
• Good knowledge of networking concepts like routing, VLANs, BGP, latency, troubleshooting
• CCNA or JNCIA certification highly desirable
• Experience with fiber optic networks and associated fault domains

✨ Nice to Have

• Experience coordinating customer-facing incidents end-to-end
• Strong customer advocacy mindset
• Passion for innovation and technology trends

🎁 Benefits & Perks

• 🎂 Birthday Leave – paid day off to celebrate
• 🎓 Training allowance plus 5 days paid study leave annually
• 🏆 Recognition programs including Legend and Kudos Awards
• 💪 Health & wellness programs and mental well-being support