Technical Support Engineer

Megaport is the global leader in Network as a Service (NaaS). We are looking for a Technical Support Engineer with a background in networking who is passionate about helping customers and solving technical problems. You will be the first point of contact for our customers, helping resolve technical and account-related issues via phone and web-based support. This is a dynamic, high-growth opportunity to work on real-world networking challenges while collaborating with teams around the world.

Responsibilities

Provide Technical Support and General Enquiry Customer Service via phone, email, and live chat; Meet or exceed support targets (KPIs and SLAs); Adhere to operating procedures and policies; Accurately document all support activities using internal systems; Troubleshoot network, portal, and account-related issues using provided tools; Focus on resolving issues at first contact and keep customers informed; Spot opportunities to help customers improve their services; Collaborate with vendors, suppliers, and internal teams to resolve cases; Clearly communicate and escalate unresolved technical issues; Support inbound sales and general inquiries; Think creatively to deliver the best outcome for each customer

Requirements

Proven experience in logical networking troubleshooting and solving networking-related issues (three years minimum); Studied or completed a degree in IT, Networking, or a related field; Fluent in English, both written and verbal; Strong customer service skills; Able to work independently and collaborate with global teams; Detail-oriented, organised, and focused on delivering high-quality results; Eager to learn and grow in a fast-paced tech environment

Nice to have

Networking certifications (CCNA, CCNP, CWNA, etc.) are a plus

Benefits

Annual 5% performance-based incentive bonus in addition to base salary; Flexible working environment – 3 days per week in our local office; Statutory offering and competitive package included; Birthday Leave – take a paid day off to celebrate; Generous training allowance + 5 days paid study leave annually; A motivated team combining industry experts and emerging talent; Recognition programs – including Legend and Kudos Awards; Health & wellness programs and mental well-being support; Clear opportunities for career progression