CSE Crosscom is a leading supplier and integrator of two-way radio and telecommunications products, infrastructure & services. We work with major industrial, government, transport, mining, resources, and utilities across Australia and New Zealand.

CSE Crosscom is part of the CSE Global Group of Companies, operating in over 20 countries and listed on the Singapore Stock Exchange.

CSE Crosscom is seeking a Senior Customer Support Specialist to join our Global Support Centre. This is an opportunity to combine advanced technical troubleshooting with technical leadership, mentoring and a solid focus on customer service excellence.

You’ll play a key role in supporting complex network environments, leading incident resolution and helping our support team deliver reliable, high-quality service to customers across a range of industries.

About the role

Reporting to the Network Engineering Manager, you’ll provide Level 2 and Level 3 technical support across customer environments, including LAN, WAN, wireless, radio and enterprise networking technologies.

As a senior member of the team, you’ll act as the primary escalation point for complex incidents, guide and mentor Customer Support Specialists, and help maintain the reliability, performance and continuous improvement of our support services.

Working closely with customers, vendors, field technicians and engineering teams,



you’ll take ownership of technical challenges and help deliver effective, timely and sustainable outcomes.

Key responsibilities

- Provide advanced Level 2 and Level 3 troubleshooting across enterprise networks, wireless, radio and related technologies.
- Lead the investigation and resolution of complex technical incidents, including major incidents and root cause analysis.
- Act as the technical escalation point, providing guidance and support to Customer Support Specialists.
- Mentor and coach team members to build technical capability, confidence and consistency.
- Review technical change plans, documentation and customer-facing deliverables to ensure quality and manage implementation risks.
- Proactively monitor customer network infrastructure and service performance using network monitoring and diagnostic tools.
- Maintain strong customer relationships and coordinate with internal teams, vendors and field technicians to resolve service issues.
- Ensure compliance with service level agreements (SLAs), operational procedures and key performance indicators (KPIs).
- Contribute to knowledge sharing, technical documentation, process improvement and operational excellence.
- Support projects, deployments, planned maintenance and service transitions as required.

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