40 Technical Support jobs in Australia

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
**What you get to do in this role:** **?**
In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.
A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.
Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.
Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.
**Qualifications and technical skills that will lead to success:**
+ Minimum 2+ years customer facing technical support experience
+ Ability to troubleshoot difficult technical issues with ease and complexity
+ Ability to read basic Java/JavaScript code
+ Personal commitment to quality and customer service
+ Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry (an advantage)
**Work Personas**
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here ( . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
**Equal Opportunity Employer**
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
**Accommodations**
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance.
**Export Control Regulations**
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

**THE FUTURE IS WHAT WE MAKE IT.**
**Technical Support Engineer (Building Management Systems)**
**North Ryde, Sydney**
Enhance your career by making an impact and real connections with some of the most meaningful challenges around. When you join Honeywell, you become a member of our performance culture comprised of diverse leaders, thinkers, innovators, dreamers, and doers who are changing the future.
**Make the Best You.**
Working at Honeywell is not just creating incredible things. You will collaborate with top minds, grow through continuous learning, and thrive in an environment that rewards and celebrates achievements.
**Join Us and Make an Impact.**
As a Technical Support Engineer, you are responsible for professional coverage of Technical Support Helpdesk, internal and external technical support, and onsite service/commissioning support. You will drive timely identification, investigation, replication, root cause analysis, and resolution of technical issues.
+ Provide phone and email technical support to customers for troubleshooting, system installation, programming, system design and servicing of Building Management Systems BMS
+ Provide onsite troubleshooting, installation, and commissioning support to customers
+ Handle all technical related issues, complaints, and objections effectively without unnecessary escalation
+ Respond to emergency service calls outside of normal working hours when required
+ Provide product and technical training to existing customers, prospective distributors and associates
+ Tertiary qualifications in Engineering or IT
+ Experience as a BMS technician/technical support/field engineer is highly regarded
+ Relevant fire/security/BMS/electrical trade qualifications
+ Comprehensive knowledge and experience in TCP/IP networking
+ Excellent written and verbal communication skills
**Who We Are**
The Future Is What We Make It at Honeywell. From sustainable aviation fuel and life-saving healthcare sensors to collaborating on every NASA space mission since the 1950's, over 100 years of innovation has always been driven by an investment in our people.
Learn more about Honeywell: More**
Our focus at Honeywell is innovation that drives business, improves the bottom line and creates solutions for our customers and communities around the world. There's a lot for you to discover. Our solutions, our case studies, our #Futureshapers, and so much more.
Honeywell is an equal opportunity employer, and we support a diverse workforce. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. Aboriginal and Torres Strait Islander peoples are encouraged to apply.
Honeywell is a proud advocate of the LGBTQ+ community and we are celebrating Pride Month in the Pacific by launching Pride Connect, our LGBTQ+ employee network, we encourage members of the LGBTQ+ community to apply to join our team of future shapers.
For more information on how we process your information in the job application process, please refer to honeywell.com/us/en/privacy-statement.
If a disability prevents you from applying for a job through our website, email No other requests will be acknowledged.
Copyright © 2024 Honeywell International Inc.
Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments - powered by our Honeywell Forge software - that help make the world smarter, safer and more sustainable.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

**Location:**
Remote, Australia
**Employment Type:**
FullTime
**Location Type:**
Remote
**Department**
Customer Solutions
**Overview**
We're not just building better tech. We're rewriting how data moves and what the world can do with it. With Confluent, data doesn't sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.
It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.
One Confluent. One Team. One Data Streaming Platform.
**About the Role:**
Technical Support Engineers work at the intersection of our client services and engineering teams and drive customer success by helping identify and resolve critical business issues. In this role you will interact directly with our customers to provide software development and operations expertise, leveraging deep knowledge of best practices in the use of Apache Kafka, the broader Confluent Platform, as well as complementary systems. You will be hands-on in fixing issues seen by Confluent customers and contributing fixes back to the open source community. Throughout all of these interactions, you will build strong relationships with customers, ensuring exemplary support and timely resolution to customer requests.
**What You Will Do:**
+ Working with customers to resolve a wide range of issues with their Confluent deployments
+ Contributing to process development - we are a small team, so we are looking for people who want to help us lay the foundation for growing efficiently and with a best-in-class culture
+ Communicating with our core engineering team to provide real-time product feedback from the field
+ Improving product documentation and authoring knowledge base articles
+ Creating and reviewing product demos and internal tooling
+ Working closely with the team behind Apache Kafka!
**What You Will Bring:**
+ at least 2-3+ years of related experience
+ Excitement in learning about streaming data and becoming a domain expert in Apache Kafka
+ Experience in diagnosing, reproducing, and resolving customer issues
+ Desire to make customers successful through direct interaction
+ At least 1 out of these 3: Experience troubleshooting applications running on Linux (resource contention, network bottlenecks, etc.)Operational knowledge of Java applications (jstack,jmap, etc.) Experience with at least one mainstream distributed system (e.g. Kafka, Hadoop, Cassandra, etc.)
**Ready to build what's next? Let's get in motion.**
**Come As You Are**
Belonging isn't a perk here. It's the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what's possible.
We're proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.

This is a Technical Support Engineer role with ServiceNow based in Sydney, NSW, AU
== ServiceNow ==

Role Seniority - mid level

More about the Technical Support Engineer role at ServiceNow

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:  

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Qualifications

Qualifications and technical skills that will lead to success:

• Minimum 2+ years customer facing technical support experience

• Ability to troubleshoot difficult technical issues with ease and complexity

• Ability to read basic Java/JavaScript code

• Personal commitment to quality and customer service

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry (an advantage)

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the ServiceNow team will be there to support your growth.

Please consider applying even if you don't meet 100% of what’s outlined

Key Responsibilities

• ️ Resolving technical cases
• Providing customer support
• Collaborating with teams

Key Strengths

• Customer support experience
• Troubleshooting skills
• Java/JavaScript knowledge
• AI integration experience

Why ServiceNow is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with ServiceNow not with Hatch.

Description
Are you a Support Engineer eager for more challenging and impactful work? Do you thrive on solving complex technical problems and putting customers first? If so, Amazon has the perfect opportunity for you.
Amazon Robotics is expanding its Technical Support Engineering team in Melbourne, and we're looking for talented engineers to join us. Our team combines technical expertise, customer obsession, and problem-solving prowess to keep over one million Amazon robots running 24/7.
Worried about your lack of robotics experience? Don't be! We'll build on your existing technical expertise and provide the training you need to succeed. Join us at Amazon Robotics and see how your work can make a real difference!
Please note as a part of this role you will be expected to work a 5 day work week, of which 1 day of which will be over the weekend to ensure critical 24 hour global support coverage.
Key job responsibilities
- Service Restoration: Deep-dive into and resolve technical issues via our in-house ticketing system. Utilize various data sources and logs to identify hardware or software faults within the Amazon Robotics environment, including addressing robotics performance issues, server issues affecting robot navigation, and robotic station malfunctions.
- Collaboration: Collaborate with on-site robotics technicians and engineers, guiding their troubleshooting efforts, and partner with software development engineers who create the code that powers the robots, ensuring seamless integration and functionality across all systems.
- High Severity Calls: When critical issues affecting the customer experience occur, you will be directly involved, participating in live troubleshooting sessions via conference bridge, coordinating resolution efforts, and escalating as needed. Utilizing various data sources such as logs, dashboards, and data dumps, you will identify problematic components within the robotics infrastructure and develop mitigation plans.
- Process Improvement and Automation: Contribute to the continual improvement of our processes and procedures, participate in internal projects, and help make things better for our team and, in turn, our customers.
About the team
We are Amazon's premier Robotics problem solvers. We are a global team of robotic system specialists in the US and EU, looking to extend our 24/7 coverage by building our team in Australia. This is a mature solutions-focused environment free of a KPI-centric focus. We provide remote technical support via tickets, phone, and chat mediums. We have a thorough internal training program and will provide onsite and remote mentors, as well as training at customer sites.
Please note that as part of this role you will be expected to work a 5-day work week, one day of which will be over the weekend to ensure critical 24-hour global support coverage. While you are "on call" for high severity events during your shift, unlike many technical support roles, our TSE role requires no out-of-hours on call!
Key Benefits
- A truly global career experience where you will work with a group of industry-leading engineers focused on delivering best-in-class technical support to our customers.
- Unrivaled personal and career development - When you are not learning from your teammates or new product launches, you will have access to Amazon's vast array of training and development tools.
- A competitive compensation package including RSUs, health insurance, paid public transport, and a staff referral bonus scheme.
- Internal mobility - You will have access to further career advancement opportunities both at home and abroad with Amazon and AWS.
austechjob
Basic Qualifications
- Experience troubleshooting and debugging systems, service or platforms.
- Networking Knowledge.
- Unix Knowledge.
- SQL Knowledge.
Preferred Qualifications
- Five or more years of troubleshooting systems, platforms, or applications in a second-line (or above) operations team.
- Active technical certifications in one or more relevant technical fields (Cloud services, Networking, Cybersecurity, etc.).
- Understanding of project and change management methodologies and best practices.
- Scripting knowledge in any programming language, with previous experience automating tasks via scripts.
Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

**Introduction**
* Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance
* Review diagnostic information to assist in the isolation of a problem cause (which includes interpreting traces and dumps)
* Synergistically work with Development Engineers for knowledge transfer and code improvement
* Partner with other support teams and service units to provide seamless problem resolution that leads to delightful client perceptions
* Demonstrate proficiency in the products supported by maintaining applicable technical certifications
* Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction
* Demonstrate excellent oral and written communication skills
* Ability to manage multiple issues for customers and priotizing your workload appropriately
* Create knowledge-based articles to assist customers with using the product
**Your role and responsibilities**
IBM® Instana Observability is an observability platform that helps you analyze and troubleshoot microservices and containerized applications. It provides automated application performance monitoring, end-user experience monitoring, root cause analysis, and anomaly detection
We process and analyze millions of spans, traces, metrics, and events per second to provide actionable APM intelligence to our rapidly expanding customer base. Joining a multi-functional worldwide team, you will play a significant role in expanding Instana's excellent customer support.
As a Customer Support Engineer, you will participate in remote technical support for the Instana product. You will be part of an international team and organisation that is distributed around the globe. You will act as a global team member contributing to a seamless 24x7 "follow-the-sun" organisation. You will get to work with customers from everywhere in the world, you will experience different behaviours and attitudes with your customers and your peers, and you will learn to deal with cultural differences.
You will go beyond the industry standard technical support practices. You are expected to become an expert of the product, with a strong knowledge of product internals and a good understanding of how the solution is utilized in the business arena. Your priority is to assure the success of the clients through answering technical questions and resolving client product-related issues.
Technical Support Engineer responsibilities include resolving product configuration and usage, using remote desktop connection tools like MS Teams to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instructions, you will contact clients via phone and/or provide clear, written instructions and technical direction.
You will find this to be an excellent opportunity to work with the latest technologies and to grow your skills. You will be challenged to never stop learning. We want you to grow for our customers, for our company and for your own career.
**Required technical and professional expertise**
* Bachelor's Degree in Engineering, Computing or Computer Science
* At least 2-years experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting
* At least 2-years experience in Problem-solving technical software issues
* At least 1-years experience in Computer Networks and Communications
* At least 1-years experience with Cloud based platforms such as AWS,Azure, OpenShift, Google Cloud Provider
* At least 1-years experience in micrcoservices architecture
* Please note that this position should be Australian due to Business reason
**Preferred technical and professional experience**
* Master's degree in Computer Science/Networks & Communications or other related fields.
* Preferably 2-years experience with Application Performance Management concepts and products
* Preferably 1-years experience with coding languages such as Java, Python, Go
* Preferably 1-years experience with Application Servers (WebSphere, WebLogic, Tomcat)
* Preferably 1-years experience using REST APISs
* Preferably 2-year experience with OpenShift Container Platform/Kubernetes/Docker.
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Toro is seeking a Technical Support & Training Specialist to join our team in this newly created role. As a key member of the National Support & Training team, you will be responsible for delivering comprehensive technical support and training to our internal and external stakeholders. Your role will be varied and will include providing technical support to internal and external customers together with developing and implementing training programs that cover the full range of Toro equipment, ensuring that our service teams, sales teams, and dealer networks are well-equipped with the knowledge they need to succeed. The focus of this role includes a wide range of systems from common turf equipment, including electrical, hydraulic, mechanical, and cutting unit technology, to more advanced topics such as Tier 4 engine controls, alternative power sources, autonomous systems, and software solutions.
What will you do?
+ Provide a high level of diagnostics skills and troubleshooting guidance and support for the repair of major systems such as Tier 4 diesel, EFI gasoline, hybrid/alternative power, all electric power, hydrostatic transmissions, hydraulic systems and sprayers.
+ Undertake technical support through various mediums including but not limited to in-person, over the phone, video link and any other format within Toro's technical support scope.
+ Provide guidance on and at times performing varied mechanical work involved in repair, maintenance and servicing of Toro equipment range
+ Conduct in-person and virtual training sessions for internal/external stakeholders covering specific content related to Toro products, services and processes.
+ Develop new and evaluate existing instructional content.
+ Attend regional customers events as a technical support specialist for Toro products.
+ Travel nationally to deliver training and support internal and external customers.
What do you need?
+ Cert III in Mobile Plant or equivalent field (required).
+ Cert IV in Training & Assessment and Cert III in Automotive Electrical or equivalent field are desired.
+ Experience with developing training with Microsoft PowerPoint.
+ Experience with LMS platforms such as Absorb (desired).
+ Proven experience in public speaking and/or teaching in a classroom environment with the ability to connect with the audience and hold their attention.
+ Proven computer skills and proficient with Microsoft Office Suite (PowerPoint, Excel, Outlook).
+ Demonstrated ability in diagnosing faults in Toro equipment and/or a minimum of 5 years' experience in a related industry.
+ Technical troubleshooting mindset and problem solving ability.
+ Ability to interpret electrical and hydraulic schematics.
+ Demonstrated experience in the maintenance and repair of various types of turf equipment, golf course equipment and plant equipment.
+ Strong interpersonal and communication skills and the ability to establish effective business relationships with internal and external customers.
+ Hold a valid Australian Motor Vehicle License.
+ Hold a valid Australian passport or ability to obtain / Ability to obtain visa for United States of America.
Who are we?
Toro is a leading worldwide provider of innovative solutions for the outdoor environment including turf and landscape maintenance, underground utility construction, rental and specialty construction, and irrigation solutions. You'll enjoy a workplace founded on ideals. Where people and performance are valued equally. Where ethics are a way of life. Where relationships thrive on trust and respect.
To apply
Please note that we commence shortlisting candidates as soon as possible and as such early submission of your application is encouraged to ensure you don't miss out on this great opportunity.
Should you wish to join a market leading company with strong 'People Values' and believe you have the necessary skills to succeed please apply to the Human Resources department via our careers page.
Only shortlisted candidates will be contacted.

**Company Overview**
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
**What You'll Do and Who You'll Work With**
Are you passionate about working with highly engaged teams to deliver an outstanding support experience? Then this role will be a good match for you!
Join us as a Manager, Technical Support Engineering and you'll be at the forefront of our service offering to our enterprise and SMB customers across diverse industries including retail, hospitality, healthcare, manufacturing, services, distribution, and the public sector.
Your keen interest in information technology alongside your superior communication skills will provide you with the creative problem-solving skills you'll need to excel in this role. We offer a structured training plan, and long-term development opportunities across our business.
**Position Summary**
Reporting to the Director, Customer Success and working within a team of passionate Leaders and Technical Support Specialists you will have the opportunity to grow your career within our team. This role can offer a flexible working from home and office arrangement.
This role holds a position on the UKG Support Services ANZSEA leadership team and requires an active participation and understanding in executing UKG Support strategy.
You will be an experienced Customer Services professional with solid business acumen and high energy, as well as possess an enthusiastic and professional outlook.
Recognised as a high achiever, you will possess the necessary Management, Customer Service, Stakeholder management and Customer escalation experience combined with excellent interpersonal skills to effectively manage positive Customer and Employee outcomes.
Understanding business needs, challenges and opportunities and being able to translate these into initiatives and applicable positive business outcomes is a must for this role.
The ability to make an immediate impact for customers in a mission critical situation is essential, you will thrive in a culture of world class Employee Engagement and Support Services delivery that is also down to earth and an environment that truly values and recognises staff contributions.
**Your Responsibilities**
You will play a critical part in guaranteeing outstanding customer satisfaction, product quality, and ongoing customer success with UKG products. You will:
- Guide and influence others internally and/or externally
- Network with functional area management and with peer managers across the organization
- Act as trusted advisor to customers; leverage network across organization to resolve escalations
- Working closely with the ANZSEA Support leadership team, you will ensure case backlog, response, resolution times and other critical Support Services KPIs relative to support quality, and customer satisfaction targets are managed within defined and published targets
- Promote Knowledge Centric Support (KCS) practices - team uses the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of our Community
- Proficiently gather and analyse team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions and predict future needs
- Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results
- Coordinate root-cause analysis and fixes for complex issues for our customers while being key to providing a consistent quality experience, bringing new and improved support methodologies to UKG
- Participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details
- Play an important role in supporting the organisation's security and data protection policies, with emphasis on the protection of sensitive customer information
- Demonstrate a focus on team coaching, skills and career development, SOP improvements, delivery quality, transparency, analytics and developing robust teams
- Partner with global peers in aligning our Company and Customer Success strategies and work within the broader ecosystem of Support leaders to improve the overall department and corporate operational efficiencies
- Have a strong business sense, define global and scalable frameworks & methodologies that are comprehensive from concept through adoption, scale, and maintenance
- Contribute to team meetings, offering suggestions and ideas to underpin key success factors
- Be responsible for developing and maintaining positive relationships with customers (management and staff) and ensuring high level of satisfaction with technical support services
- Work with the Professional Services group to ensure Customers are appropriately transitioned to Support.
- Be responsible for annual reviews, goals, and development plans of direct reports
- Provide standby, public holidays and weekend coverage as well as after-hours service on a rotational basis as needed to meet business requirements
**Required Qualifications**
- Experience in the software industry (WFM and/or HCM environments highly desirable) with significant related working experience in a Customer Support Center function in a managerial capacity, with at least 3+ years of experience
- Intermediate level of competency within the following technologies:
o Web technologies
o Relational database management systems
o Java
o Microsoft Operating systems
o Networking technologies
o Experience with CRM solutions such as Salesforce
o Solid Operational statistical analytical ability using applications such as Excel etc
- You're an experienced people leader, involved in building networks and developing talent. You are comfortable with recruiting and building successful hybrid teams as well as having difficult conversations when things aren't going to plan.
- The ability to manage multiple tasks of varying complexity and ambiguity to completion with minimal supervision
- Extensive expertise in understanding and developing metrics to measure the effectiveness of technical support within the organisation
- Experience in both small and large companies in a B2B environment is highly desirable
- Excellent communications and interpersonal skills are essential
- Track record of accomplishment and effectiveness within organisations
- Experience in working in 24x7 support operations and with teams across multiple locations is essential
- Ability to remain focussed with a solid attention to detail
- Ability to translate business issues into appropriate outcomes
- Strong verbal and written English skills is essential
- You will understand our UKG Global Job Architecture career matrix profile for Global Support Management. This role is expected to be fulfilled in a learning capacity
**It's great, but not required if you have:**
- Experience leading service operations teams in fast-paced environments
- Experience with enterprise-level software solutions, SaaS environments and/or Atlassian specific products like JIRA and Confluence
**Where we're going**
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.

**Company Overview**
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
**What You'll Do and Who You'll Work With**
Are you passionate about working with highly engaged teams to deliver an outstanding support experience? Then this role will be a good match for you!
Join us as a Manager, Technical Support Engineering and you'll be at the forefront of our service offering to our enterprise and SMB customers across diverse industries including retail, hospitality, healthcare, manufacturing, services, distribution, and the public sector.
Your keen interest in information technology alongside your superior communication skills will provide you with the creative problem-solving skills you'll need to excel in this role. We offer a structured training plan, and long-term development opportunities across our business.
**Position Summary**
Reporting to the Director, Customer Success and working within a team of passionate Leaders and Technical Support Specialists you will have the opportunity to grow your career within our team. This role can offer a flexible working from home and office arrangement.
This role holds a position on the UKG Support Services ANZSEA leadership team and requires an active participation and understanding in executing UKG Support strategy.
You will be an experienced Customer Services professional with solid business acumen and high energy, as well as possess an enthusiastic and professional outlook.
Recognised as a high achiever, you will possess the necessary Management, Customer Service, Stakeholder management and Customer escalation experience combined with excellent interpersonal skills to effectively manage positive Customer and Employee outcomes.
Understanding business needs, challenges and opportunities and being able to translate these into initiatives and applicable positive business outcomes is a must for this role.
The ability to make an immediate impact for customers in a mission critical situation is essential, you will thrive in a culture of world class Employee Engagement and Support Services delivery that is also down to earth and an environment that truly values and recognises staff contributions.
**Your Responsibilities**
You will play a critical part in guaranteeing outstanding customer satisfaction, product quality, and ongoing customer success with UKG products. You will:
- Guide and influence others internally and/or externally
- Network with functional area management and with peer managers across the organization
- Act as trusted advisor to customers; leverage network across organization to resolve escalations
- Working closely with the ANZSEA Support leadership team, you will ensure case backlog, response, resolution times and other critical Support Services KPIs relative to support quality, and customer satisfaction targets are managed within defined and published targets
- Promote Knowledge Centric Support (KCS) practices - team uses the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of our Community
- Proficiently gather and analyse team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions and predict future needs
- Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results
- Coordinate root-cause analysis and fixes for complex issues for our customers while being key to providing a consistent quality experience, bringing new and improved support methodologies to UKG
- Participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details
- Play an important role in supporting the organisation's security and data protection policies, with emphasis on the protection of sensitive customer information
- Demonstrate a focus on team coaching, skills and career development, SOP improvements, delivery quality, transparency, analytics and developing robust teams
- Partner with global peers in aligning our Company and Customer Success strategies and work within the broader ecosystem of Support leaders to improve the overall department and corporate operational efficiencies
- Have a strong business sense, define global and scalable frameworks & methodologies that are comprehensive from concept through adoption, scale, and maintenance
- Contribute to team meetings, offering suggestions and ideas to underpin key success factors
- Be responsible for developing and maintaining positive relationships with customers (management and staff) and ensuring high level of satisfaction with technical support services
- Work with the Professional Services group to ensure Customers are appropriately transitioned to Support.
- Be responsible for annual reviews, goals, and development plans of direct reports
- Provide standby, public holidays and weekend coverage as well as after-hours service on a rotational basis as needed to meet business requirements
**Required Qualifications**
- Experience in the software industry (WFM and/or HCM environments highly desirable) with significant related working experience in a Customer Support Center function in a managerial capacity, with at least 3+ years of experience
- Intermediate level of competency within the following technologies:
o Web technologies
o Relational database management systems
o Java
o Microsoft Operating systems
o Networking technologies
o Experience with CRM solutions such as Salesforce
o Solid Operational statistical analytical ability using applications such as Excel etc
- You're an experienced people leader, involved in building networks and developing talent. You are comfortable with recruiting and building successful hybrid teams as well as having difficult conversations when things aren't going to plan.
- The ability to manage multiple tasks of varying complexity and ambiguity to completion with minimal supervision
- Extensive expertise in understanding and developing metrics to measure the effectiveness of technical support within the organisation
- Experience in both small and large companies in a B2B environment is highly desirable
- Excellent communications and interpersonal skills are essential
- Track record of accomplishment and effectiveness within organisations
- Experience in working in 24x7 support operations and with teams across multiple locations is essential
- Ability to remain focussed with a solid attention to detail
- Ability to translate business issues into appropriate outcomes
- Strong verbal and written English skills is essential
- You will understand our UKG Global Job Architecture career matrix profile for Global Support Management. This role is expected to be fulfilled in a learning capacity
**It's great, but not required if you have:**
- Experience leading service operations teams in fast-paced environments
- Experience with enterprise-level software solutions, SaaS environments and/or Atlassian specific products like JIRA and Confluence
**Where we're going**
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.