The Opportunity:
This is a hands-on technical role, not a desk-bound management job. You’ll be the most experienced person in a small support team, still doing the hard troubleshooting yourself while helping two or three others do theirs.
The work sits at the intersection of M2M devices and mobile/satellite airtime services — a fairly specialised corner of telecoms, and one where genuine hands-on experience is hard to find. If you’ve spent real time inside Cisco Jasper or a similar M2M connectivity management platform, sorting out connectivity issues that span devices, carriers and IP networks, this will feel familiar.
What you’ll actually be doing:
- Personally working the complex and high-impact tickets through to resolution, not just assigning them
- Triaging incoming issues daily and directing them to the right person on a small team
- Chasing device vendors and airtime providers when something needs to move faster, and holding them to it
- Being the first point of contact when someone on the team gets stuck
- Getting involved early when a carrier changes a service or platform, so the transition doesn’t land badly on customers
- Working closely with Sales and Accounts so customers get one consistent story, not three different ones
What you’ll bring:
- An engineering background (Electronics, Telecommunications, Computer Networks, or similar)
- Around 8 years in technical support at L2/L3 level, including solid time specifically in mobile airtime, IP networks and M2M devices
- A few years leading or mentoring a small technical team — this is guidance and escalation support, not rostering and KPI management
- Real hands-on time in Cisco Jasper or an equivalent M2M platform
- Comfortable working across CRM/ITSM systems — Zoho experience is a plus
- Confidence dealing with multiple parties at once when an incident gets messy
Nice to have, not essential:
Zoho Desk experience, exposure to satellite services like Iridium or Viasat, a CCNA (or equivalent), or Palo Alto firewall experience.
Melbourne-based role (or willing to relocate within 2 weeks), with 4 days a week in the office.
Ready to Apply?
If this sounds like the right next step, we’d genuinely love to hear from you. Send through your updated resume and a brief note about where you’re at and what you’re looking for — we read every application and we’ll get back to you promptly.
Questions before you apply? Reach out to the Team Employment team directly. We’re here to help you figure out if this is the right fit — not just to fill a role.
