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Description
Technical Support Engineer The team:

The role of the Technical Support Engineer (Australia) is to provide quality and qualified post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer is based in Sydney and will report to the Customer Experience Team Lead (Australia).

What your day will look like: Technical Support:

- Use software tools to diagnose and solve complex issues and service outages
- Conceptualize and articulate ideas clearly and concisely
- Resolve problems in compliance with established processes
- Ensure timely escalation of critical customer related issues through proper channels
- Ensure timely resolution of customer issues
- Collaborate with other Technical Support specialists and R&D; engineers
- Develop and maintain a strong relationship with new and existing customers
- Develop and maintain an extensive working knowledge of Genetec's solutions
- Contribute to the evolution of our software and Support processes
- Participate in the elaboration of technical documentation and knowledge base article
- Properly document issues encountered in the field in the Genetec trouble ticket system and customer relationship management (CRM) tool

About you:

- Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent
- 2-3 years working experience in a related role
- Strong analytical and troubleshooting skills in both hardware and software
- Flexible, with a “can do” attitude, able to multitask, with an ability to manage priorities
- Experience in customer service, technical support, and project management
- Strong sense of urgency with a desire to constantly learn and evolve at the same pace as the software
- Strong team player while possessing the autonomy to manage workload
- Fluent and proficient in verbal and written communication in English
- Any other languages will be considered a strong asset
- Must possess a valid driver's license and passport

Technical Requirements:

- Administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)
- Knowledge of networking principles and IP protocols
- Experience with networking equipment configuration and troubleshooting (switches, routers, etc.)
- Experience working with a video security system over IP – CCTV system or Access control.
- Experience working with SQL databases
- Understanding of TCP, IP and UDP protocol stack
- Understanding of network storage (SAN, NAS, iSCSI) principles and best practices
- Understanding of server virtualization concepts

Great if you have:

- Programming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologies
- Microsoft SQL Service administration experience
- MCSE, SQL Server, VMware, or similar technical professional certifications
- Deployment and troubleshooting of security systems such as:
- CCTV (IP cameras and encoders, video matrices, DVRs, etc.)
- Access control systems (administration of software, reader, controller, wiring, etc.)
- License plate recognition system and concepts

Summary

A Technical Support Engineer provides technical product support to customers, partners and resellers using ESET products.
The Engineer validates incoming requests for known issues and documents previously unknown issues for escalation to higher levels of support.
The employee is an expert in at least one product in which he has in-depth knowledge.
He or she is primarily concerned with issues in his or her area of expertise, but also has good knowledge of other products.

Job description

FUNCTIONAL RESPONSIBILITIES AND DUTIES
• Provide technical support to customers, partners and resellers for ESET products.
• Be an expert for at least one ESET product, have a basic knowledge of the rest as decided by the superior.
• Document, process and analyse incoming customer requests through all communication channels.
• Gather relevant information based on requests from higher level support and implemented processes.




• Qualify and elevate undocumented issues to next level support teams according to defined processes and procedures.
• Perform scheduled callbacks to customers and stakeholders and respond to their requests in accordance with the defined procedures.
• Perform enhanced troubleshooting.
• Become familiar with existing products and their components as well as with the tools,
• processes and procedures that are relevant for the team.
• Consult the superior on problems and risks in a timely manner.
• Continuously develop technical knowledge and skills.
• Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.

REQUIREMENTS
Education:
• Completed IT-related education or equivalent qualification

Experience:
• Years of work experience: 2

• Experience in Cybersecurity

• Knowledge in Computer Networking

Knowledge:
• Very good theoretical and practical knowledge in the IT environment
• Advanced understanding of operating systems (Windows, macOS, Linux), network architecture and application software
• High analytical skills and structured way of working

#LI-KP1 #LI-Hybrid #associate

Benefits

Health & well-being

- Gym perks: Subsidized gym membership to release endorphins at one of Australia’s premium gyms

Family

- Team sprit & recognition: Regular cohesive, team-events that bring everyone together
- Time to recharge: Generous leave policies for vacations and all of life’s big moments

Office

- Modern office perks: World-class facilities that recharges the body, mind and soul
- Centrally located: Located right in the heart of Sydney’s CBD, amidst greenery and mouth-watering food options

Other

- Hybrid work culture: Remote work arrangements that balance personal commitments and face/face time with co-workers
- Fuel your growth: Access to world-class learning platforms and development opportunities

Primary location

Sydney

Additional locations

Time type

Full time**Our Mission**
At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.
**Who We Are**
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!
We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.
**Job Summary**
**The Team**
Customer Support - Our Customer Support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry.
**Your Career**
As a Senior Technical Support Engineer, your role will be pivotal in directly engaging with our key customers to resolve complex post-sales concerns.



You will conduct thorough evaluations of multifaceted situations and data, employing critical thinking to determine the most effective methods, techniques, and evaluation criteria for achieving optimal outcomes. Your capacity for insightful analysis extends beyond your immediate expertise, as you actively cultivate relationships with key contacts outside your area of specialization to address challenging technical issues comprehensively.
**Your Impact**
+ Provide post-sales technical support, including configurations, troubleshooting, and adherence to standard methodologies via phone, email, and web channels.
+ Manage support cases to ensure issues are accurately recorded, tracked, resolved, and followed up on in a timely manner, maintaining high levels of customer satisfaction.
+ Apply fault isolation and root cause analysis skills to diagnose and resolve complex technical issues efficiently.
+ Proactively work to replicate customer-reported issues and qualify critical issues, contributing to the enhancement of product reliability and performance.
+ Author and publish Technical Support Bulletins and other user documentation in the Knowledge Base, contributing to the collective knowledge and problem-solving resources available to customers and support teams.
+ Foster positive customer experiences by fostering close collaboration with Development, Sales, Quality Assurance, and Marketing teams, ensuring alignment and responsiveness to customer needs and feedback.
+ Assume responsibility for reviewing and enhancing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, and other customer-facing resources, ensuring clarity, accuracy, and relevance.
+ Travel to customer sites in critical situations to expedite issue resolution, demonstrating dedication to providing timely and effective support solutions.
**Qualifications**
**Your experience**
+ Bachelor's degree with 4 years of experience.
+ Demonstrable experience with TCP/IP networking protocols, including a deep understanding of their implementation and troubleshooting methodologies.
+ Proficient in independently debugging broad, complex, and unprecedented networks comprising mixed media and protocols, showcasing advanced problem-solving abilities and adaptability.
+ Expertise in routing and switching technologies, encompassing protocols such as OSPF, BGP, VLAN, and STP, with a proven track record of effectively configuring and optimizing network infrastructures.
+ Background in security technologies, including IPSEC, SSL-VPN, NAT, and GRE.
+ Previous experience working in similar vendor Technical Support Centers, demonstrating familiarity with industry-standard practices and procedures in providing technical support and customer service.
+ Sound written and verbal communication skills, with the ability to convey complex technical concepts clearly and effectively to diverse audiences, both internally and externally.
**Preferred Qualifications**
+ Familiarity with Cisco, Checkpoint, Juniper (NetScreen), and Fortinet products is advantageous, reflecting a breadth of experience across different networking and security platforms.
**Our Commitment**
We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at .
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.

Verkada is transforming how organizations protect their people and places with an integrated, privacy-sensitive AI-powered platform that includes solutions for video security, access control, air quality sensors, alarms, intercoms, and visitor management.

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📌 It Support Engineer: Flexible Hours, Mentoring & Growth (Sydney)
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