Tier 2 Technical Support Engineer - Australia

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Requirements:

• 5+ years of experience in a SaaS Technical Support role.
• 2+ years of experience as an MSP Support Engineer.
• Technical competence in networking, routing, DNS, and TCP/IP protocols.
• Proven experience in a technical support role, focusing on DNS filtering or network security products.
• Excellent customer service skills and ability to communicate complex concepts to non-technical users.
• Strong problem-solving skills and ability to work independently under pressure.
• Familiarity with ticketing systems and CRM tools.
• Experience providing technical support to enterprise customers.

Responsibilities:

• Provide exceptional support to our growing customer base via chat, email, and phone.
• Respond to support tickets and educate customers to effectively resolve their issues.
• Become an expert with the DNSFilter product and its functionalities.
• Serve as a liaison between customers and our development/product teams, replicating and reporting on feature requests and bugs.
• Proactively improve customer experience and escalate tickets as needed.
• Assist Tier-1 Support Engineers with advanced issues.