This role is the primary technical and service contact for QNAP customers, distributors, and partners across Australia and New Zealand — combining front-line technical support with hardware service and RMA operations. You'll troubleshoot customer issues, manage the end-to-end repair and RMA process, and help build QNAP's local service capability, while occasionally supporting broader Asia-Pacific support operations alongside HQ, regional teams, and FAEs.

1.Technical Support & Customer Service

Provide technical support for QNAP NAS, networking, surveillance, and storage products; troubleshoot hardware, software, storage, virtualization, and backup issues.

Act as first point of contact for technical escalations and customer complaints, owning cases from intake through resolution.

Coordinate with HQ Support, R&D;, and Product teams on complex issues; maintain accurate case records and documentation.

2.Service & RMA Operations

Manage the full RMA lifecycle — verification, failure analysis, warranty validation, replacement/repair coordination, and logistics.

Perform hardware diagnostics and modular repairs (motherboards, backplanes, PSUs, fans, memory, FRUs) to reduce unnecessary returns to Taiwan.

Maintain spare parts inventory and service records; support CTO assembly, burn-in testing, and shipment validation as needed.

Track failure trends and feed insights back to HQ to improve RMA efficiency and service quality.

3.Regional & Global Collaboration





Assist broader APAC technical support during periods of lower regional workload; join global support initiatives and training.

Produce regular service/operational reports; collaborate with HQ, our tech support team in India, sales, and FAE teams.

Virtualization & Backup: VMware ESXi/vCenter, Hyper-V, XenServer, disaster recovery solutions.

Networking: TCP/IP, routers, switches, firewalls, VPNs, network troubleshooting.

Enterprise IT: Active Directory, DNS, DHCP, file services, hybrid cloud solutions.

3+ years in technical support, system administration, storage/networking, or RMA & repair operations.

Hands-on troubleshooting across storage, networking, and server technologies.

Robust customer service orientation; able to work independently with minimal supervision.

Experience working in a multinational organization across global teams.

Communicating with headquarters in Taiwan on a regular basis, so fluent Mandarin (spoken and written) is required for this role.

Demonstrate strong ownership, accountability, analytical, and troubleshooting skills.

Customer-focused, service-oriented, and adaptable to a fast-growing business environment.

Comfortable balancing both technical support and service operations responsibilities.

Work effectively across multicultural/geographically distributed teams; willing to travel occasionally within ANZ and APAC if required.

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📌 Technical Support & Service Engineer (Lane Cove)
🏢 QNAP
📍 Lane Cove