Product Support Specialist

About the role

Our Client is a leading provider of innovative cybersecurity solutions dedicated to enhancing efficiency, improving security, and driving success for our clients. Our client empowers Managed Service Providers (MSPs) with the essential tools and technology to manage Microsoft Security policies across multiple tenants in a simple and effective way.

Their mission? To be inforced in every MSP!



About the Role

We are looking for a proactive, organized Product Support Specialist with a strong background in 1st and 2nd line IT support—ideally within an MSP environment. If you have experience with technology and SaaS solutions and are excited about managing day-to-day support tickets for our global customers (with a focus on the ANZ region), we want to hear from you. In this role, you’ll also have the opportunity to help refine our global ticketing process to ensure an exceptional customer experience.



What You’ll Be Doing

Incident Management: Triage and resolve product queries and critical incidents, delivering a high-quality IT support service.
Support Provision: Provide 1st and 2nd line IT support to internal and external users, diagnosing and resolving technical issues across a range of systems and platforms.
Ticket Handling: Manage support tickets efficiently using Intercom, ensuring timely and effective resolution.
Customer Care: Offer professional, empathetic support to users, troubleshooting issues remotely—ranging from laptops and desktops to monitors, docking stations, and other technical equipment.
Regional Leadership: Be the first point of contact for our ANZ support team, helping to define regional practices while collaborating with the global team on best practices and processes.
Incident Procedures: Follow established high-severity and major incident procedures, and troubleshoot server-related issues or hardware faults as needed.


What you are offered

Competitive Compensation: Enjoy an attractive salary and benefits package, including discretionary performance-based bonuses.
Time Off: Benefit from a competitive annual leave allowance with increases based on your length of service.
Personal Milestones: Celebrate your achievements with us – we even offer a day off for your birthday every year!
Work-Life Balance: Take advantage of flexible working hours and hybrid/remote working options to support a healthy balance between work and life.
Team Culture: Join a vibrant team that celebrates milestones and successes with regular social events every month.


Ready to Join the Team?

If you’re a dedicated IT support professional who thrives on solving technical challenges and delivering exceptional service, apply today to become a key part of the company. We look forward to your application!