For almost 40 years, Inner Range has designed and manufactured world‑leading integrated access control and security solutions. Our systems protect critical infrastructure, government, commercial and enterprise sites in over 30 countries. We are headquartered in Melbourne with teams and partners across the globe.

About the role

This is a newly created leadership role with a clear mandate: establish and lead our new Triage Support function, a Bangalore‑based Level 1 and Level 2 team delivering digital‑first, non‑voice support (email, chat and self‑service) to Inner Range customers worldwide.

Based at our Melbourne head office and reporting to the Technical Support Manager, you will build the team from the ground up, initially three to four engineers, and design the digital support model they operate: AI‑assisted chat, automated responses, self‑service knowledge and guided troubleshooting.

Triage Support is an additional layer of support, not a replacement for our existing phone support. By absorbing Level 1 and Level 2 demand through digital channels, you will free our Specialist Support team to focus on high‑end Level 3 support for customers on service agreements.

What you’ll do

- Establish, recruit and lead a new Bangalore‑based Level 1 / Level 2 support team, with a roadmap to scale
- Design and run a digital‑first support model covering email, chat, portal and self‑service channels for all Inner Range regions and time zones
- Deploy and tune AI‑enabled support tools, including AI chat agents, agent‑assist and automated workflows, to maximise self‑service resolution and deflection
- Implement Knowledge‑Centred Service (KCS) practices and build the knowledge base that powers customer self‑help and AI tooling




- Partner with our training material development teams on support articles, tutorials and troubleshooting guides
- Define SLAs and KPIs (first‑contact resolution, deflection, CSAT) and run quality assurance across chat and email
- Run constant feedback loops with Specialist Support and customers, driving recurring issues to root‑cause resolution

About you

- 5+ years in technical or customer support operations, including leading a support team
- Experience building, leading or managing distributed or offshore support teams (India‑based teams highly regarded)
- Hands‑on experience implementing AI, automation or advanced tooling in a support environment
- Strong understanding of digital, non‑voice support channels and modern triage and escalation models
- Experience with helpdesk / ticketing platforms, chat platforms and knowledge bases
- Analytical mindset, comfortable defining KPIs and using data to drive decisions
- Excellent written communicator, able to set the standard for high‑quality email and chat support
- Robust stakeholder skills across technical, operational, training and commercial teams, cultures and time zones
- Experience introducing digital‑first, self‑service channels alongside phone support is desirable, as is exposure to electronic security systems or complex technical products

This role offers something rare: the chance to design and build a global support function from scratch, with genuine backing to do it properly. You will shape the team, the tooling and the model, and your work will directly change how customers around the world experience Inner Range support. You will be based in Melbourne with periodic travel to Bangalore, working alongside an established and supportive technical support team.

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📌 Triage Support Team Leader (Moe)
🏢 Inner Range
📍 Moe