Technical Customer Support Team Leader

At NiCE, we continually push the boundaries of innovation and excellence. Our ambitions are high, and we thrive on challenges as we aim to be game changers in our industry. If you share our passion for delivering outstanding results and are ready to ignite your career, we have the perfect opportunity for you.What does this role entail?We are seeking a dedicated and customer-oriented Technical Support Engineer to deliver comprehensive technical support to corporate users within a dynamic enterprise setting. This role encompasses resolving daily user issues, managing ServiceNow tickets, and supporting device lifecycles. The ideal candidate will demonstrate technical expertise, remain composed under pressure, and work collaboratively within a team.Your impact will be felt in the following areas:End-User SupportDeliver Level 2 technical support for Windows, macOS, and Linux platforms.Address daily user issues concerning hardware, software, operating systems, and enterprise applications.Provide professional and discreet support to senior-level users, conducting both desk-side and remote troubleshooting as necessary.Device & Endpoint ManagementAssist in device provisioning, deployment, and troubleshooting via Windows Autopilot.Manage onboarding and offboarding procedures (laptops, access, peripherals).Ticketing & ITSMLog, track, and resolve incidents and service requests through the ServiceNow portal.Ensure timely updates, adherence to SLAs, and accurate documentation of tickets.Engage in problem management and root cause analysis as required.Collaboration & OperationsCoordinate with global IT teams, vendors, and internal stakeholders.Appropriately escalate issues and ensure follow-through until resolution.Be a dependable team player.Audio/Video & Collaboration Tools (Preferred)Support audio/video systems, meeting rooms, and conferencing setups.Troubleshoot Microsoft Teams, video calls, and collaboration tools.Assist users during executive meetings, town halls, and critical sessions.

About the Role: At Tanium, we recognize the pivotal role our Technical Support Engineers play in enhancing customer satisfaction. As a crucial part of our team, you will be dedicated to resolving technical challenges and providing timely answers to customer inquiries. Your proactive and reactive efforts will significantly contribute to enriching the experience of our enterprise clients while utilizing Tanium's solutions. This position reports to a Support Manager. In this role, you will have the opportunity to utilize your technical expertise continually, while also expanding your knowledge in areas such as scripting and debugging. Key Responsibilities: Support customers by: Triaging incoming support cases Resolving customer support queries Collaborating with fellow Support Engineers on their assigned cases Responding to customer inquiries on the Tanium community site Enhancing customer experience by: Documenting best practices Tracking activities, documenting root causes, and generating reports Acting as a technical subject matter expert, focusing primarily on testing and troubleshooting Testing Tanium products and providing constructive feedback to Engineering teams for customer experience improvements

Join Ping Identity as a Principal Technical Support Engineer, where you will be at the forefront of delivering exceptional technical support solutions. In this pivotal role, you will leverage your extensive experience to troubleshoot complex technical issues, ensuring customer satisfaction and fostering long-term relationships. You will collaborate with cross-functional teams to enhance product offerings and contribute to knowledge base improvements.

Join Luminance, the trailblazer in Legal-Grade™ AI for enterprises, and take advantage of this outstanding opportunity! Supported by prestigious venture capitalists and recognized in both the Forbes AI 50 list of 'Most Promising Private AI Companies in the World' and Inc. 5000's 'Fastest Growing Companies in America', Luminance is revolutionizing the global legal landscape.We are excited to expand our Support function, where you will be the first point of contact for prospective and existing customers, ensuring a seamless integration of Luminance’s innovative technology into their operations. As a member of the Support team, you will manage customer inquiries, troubleshooting issues, and maintaining strong relationships from start to finish.You will be responsible for ticketing and resolving customer queries directly or collaborating with various departments to provide effective communication and exceptional service. Your role will involve understanding customer use cases and needs, ultimately enhancing their experience with our products. The ideal candidate is a people-oriented individual with critical thinking skills and a passion for problem-solving.

Join WalkMe, a leader in Digital Adoption Platforms (DAP) and a proud subsidiary of SAP. Our mission is to empower organizations to navigate the complexities of the digital landscape and optimize their technological investments. With WalkMe’s innovative features such as guidance, engagement, insights, and automation, we help employees increase productivity, provide executives with enhanced visibility into digital usage, and enable organizations to maximize their digital assets for successful transformations.In collaboration with SAP, we are transforming the digital journey for businesses by seamlessly integrating SAP’s powerful ERP solutions with WalkMe’s user-friendly digital adoption platform, enhancing productivity and user experience.As a Technical Support Engineer, you will report directly to the Support Manager and serve as the primary contact for our valued customers throughout their journey with WalkMe—from post-sale support through onboarding, project success, and contract renewals. Your role is vital in delivering timely and effective solutions, ensuring we meet our Service Level Agreements (SLAs) and maintain high levels of customer satisfaction. You will also contribute to the growth of our knowledge base and customer community, further enriching the customer experience.

Intercom is a pioneering AI Customer Service company dedicated to empowering businesses to deliver exceptional customer experiences.Our cutting-edge AI agent, Fin, stands as the most advanced customer service AI agent available, enabling businesses to provide round-the-clock, flawless customer service and significantly enhance their customer interactions. Fin integrates seamlessly with our Helpdesk, forming a comprehensive solution known as the Intercom Customer Service Suite, designed to handle more intricate or high-touch queries that necessitate human intervention.Established in 2011 and trusted by almost 30,000 businesses worldwide, Intercom is redefining the standards of customer service. Guided by our core values, we continually push boundaries, operate with agility, and consistently deliver outstanding value to our clients.What’s the opportunity?In the era of AI, customer support is evolving rapidly, and so are the professionals who deliver it. Our next Technical Support Specialist will be a self-starter, deeply inquisitive, and well-versed in AI tools, maintaining high standards for themselves and their team.As a Technical Support Specialist, you will manage intricate technical inquiries regarding some of our most sophisticated features, serve as an escalation point for your colleagues on challenging investigations, and consistently deliver world-class customer support. You will collaborate proactively with customers to maximize their use of our platform while driving enhancements in product, processes, and team development. Utilizing AI tools in conjunction with your expertise, you will efficiently resolve complex cases and contribute to fostering a culture of continuous improvement. We frequently release product updates, making this a dynamic environment perfect for those excited by perpetual learning!If this role excites you, we would love to have you as our next Technical Support Specialist.What will I be doing?Communicating effectively and efficiently with our customers — we utilize our own product for most support interactions, but outbound calls are also part of our service.Taking ownership of customer communications and issues from initial contact until resolution.Becoming a comprehensive knowledge resource on how Intercom operates and what it can achieve.Collaborating with the Support team to ensure every customer has a positive experience with the product, focusing on making it user-friendly, reliable, bug-free, and fast.Working directly with product teams to identify current issues and offer insights for improvement.

Location: Sydney, Australia (Hybrid) About Relevance AI Relevance AI builds a platform for creating and managing intelligent agents that handle workflows, make decisions, and support collaboration, all in one place. Our mission is to help teams delegate meaningful work to AI agents that think and act with expertise. Industry leaders such as Canva, Databricks, Confluent, Autodesk, Lightspeed, Aveva, Qualified, and Activision Blizzard use our technology to scale their operations, marketing, and sales. We are backed by Bessemer Venture Partners, Insight Partners, Peak XV, and King River Capital. In April 2025, we completed our Series B funding round to accelerate our growth and expand agentic automation. With headquarters in Sydney, San Francisco, and Barcelona, we work in a hybrid model and value curiosity, collaboration, and execution. In 2025, LinkedIn named us Australia’s #1 Startup. Role Overview The Director of Technical Support leads and grows our global technical support function for enterprise clients across three regions. This role ensures that customers receive fast, high-quality resolutions and a consistent experience at scale. The Director will build a high-performing support organization, define enterprise standards and processes, and drive innovation in AI-enabled support. What You Will Do Lead a support team that has automated about 80% of ticket resolutions, using an AI-first approach. Develop and refine team structure, set clear expectations, and establish processes for enterprise support. Address challenges such as regional and time zone differences in support experience. Implement and manage enterprise SLA processes. Scale global hiring and onboarding to provide 24/5 support coverage. Establish reporting and forecasting to improve product quality and guide resource allocation. Collaborate with engineering and other teams to resolve bugs and enhance the product, including developing AI agents with tools like Claude Code. Contribute to online community support and educational initiatives.

Who We AreVerkada is revolutionizing the way organizations safeguard their people and spaces through an integrated, AI-driven platform. As a frontrunner in cloud physical security, Verkada provides organizations with enhanced safety and efficiency via a unified software platform that encompasses solutions for video surveillance, access management, air quality monitoring, alarms, intercom systems, and visitor management.With over 30,000 organizations globally, including more than 100 Fortune 500 companies, relying on Verkada for their physical security needs, we simplify management, empower intelligent control, and support scalable implementations. Since our founding in 2016, Verkada has experienced rapid growth, now operating from 15 offices with a workforce of over 2,200 full-time employees.About The RoleAs we expand our footprint in the APAC region, Verkada is on the lookout for Technical Support Engineers to enhance our support for enterprise customers in our Sydney office. Joining our Technical Support team means becoming part of a talented group that provides assistance across the full suite of Verkada's cloud-managed building security products. You will tackle technical challenges independently and collaboratively, guiding customers through our platform's intricacies. Our team acts as a vital link between customers, Engineering, and Product Management. If you are eager to make a significant impact and advance your career in the cloud-managed IoT sector, we would love to connect with you!This role necessitates your presence on-site five days a week in our dynamic Sydney office where collaboration and innovation flourish.

Join our dedicated enterprise support team at Meter, where you will tackle the most complex networks we serve. Here, challenges are not confined to a single location; they encompass multiple sites, systems, and partners. Your role will be pivotal in ensuring that these networks function seamlessly, not as disjointed elements.You will not merely wait for problems to be defined; you will proactively engage, drive resolutions from start to finish, and provide an experience that allows our customers to concentrate on their business rather than their network. If you excel in managing complexity, value accountability, and aspire to redefine enterprise networking support at scale, our team is the perfect fit for you.This role is vital to Meter's successOur enterprise clients rely on their networks for essential operations. When issues arise, swift, clear, and technically informed responses are crucial. We are seeking to fill this role now due to the increasing complexity, impact, and urgency of enterprise cases.This position will shape Meter’s future by empowering our top engineers to take ownership of the most challenging problems and bridging the gap between exceptional troubleshooting and enterprise-level support. Uniquely, this role expects a strong sense of ownership.Your impact will includeTaking charge of high-stakes enterprise support cases from initial assessment to resolution.Diagnosing intricate issues across wired and wireless infrastructures, WAN security, and client environments at scale.Propelling issues forward when progress stalls due to lack of context, unclear responsibilities, or external dependencies.Effectively escalating matters to Engineering, Operations, ISPs, and vendors with precise technical details.Documenting recurring failure modes and contributing to enhanced runbooks, support standards, and improvements to Meter products.Resolving challenges that span multiple sites, systems, and teams under operational pressures.We seek candidates withA solid foundation in networking principles and experience in supporting complex or multi-site environments.A strong sense of ownership and determination when facing ambiguous or sluggish issues.The ability to communicate effectively under pressure to both technical and non-technical stakeholders.

Join us at MongoDB as a Technical Services Engineer, where you'll be at the forefront of delivering top-tier technical support to our clients. In this role, you will leverage your expertise to troubleshoot complex issues, provide insightful solutions, and ensure our customers are maximizing the value of our cutting-edge database technology.Your responsibilities will include collaborating with cross-functional teams, developing technical documentation, and participating in customer training sessions. This is an excellent opportunity for someone passionate about technology and customer success.

Geotab Inc. develops IoT and connected transportation solutions, helping businesses manage commercial fleets with advanced web-based analytics. The company’s open platform and Geotab Marketplace® integrate hundreds of third-party options, allowing organizations to streamline operations and combine vehicle data with other business information. Each day, Geotab processes billions of data points, using analytics and machine learning to improve productivity, reduce fuel consumption, enhance driver safety, and support regulatory compliance. The team values adaptability and welcomes new perspectives, encouraging employees to take on fresh challenges as the company grows. Geotab has earned recognition as a certified Great Place to Work™ and emphasizes an inclusive, supportive culture. The company offers opportunities to innovate and develop professionally, along with a comprehensive benefits package. For more about Geotab’s culture and updates on future roles, visit their blog, follow on Instagram, or join the talent network.

Join Our TeamAt Hitachi Vantara, we stand at the forefront of the data revolution, providing robust data infrastructure that empowers innovators around the globe. From banking sectors to entertainment venues, our solutions enable organizations to harness the full potential of their data.Our recent projects, like the iconic Las Vegas Sphere, showcase our commitment to helping businesses automate, optimize, and innovate to deliver extraordinary customer experiences. As we gear up for our next phase of growth, we seek passionate individuals eager to collaborate within a diverse global team and make a tangible impact with data.As a Senior Support Specialist, you will play a pivotal role in delivering expert support and advice to our clients, assisting them in overcoming their solution challenges. Your responsibilities will encompass the support of specific Hitachi Vantara products and their integration across corporate and enterprise solutions.You will engage with both internal and external customers, requiring strong communication skills to effectively interact with all stakeholders. Serving as a central point of contact for handling internal escalations and liaising with third-party vendors, you will also mentor and guide Technical Support Specialists (tier 1) within our Global Support team, enhancing their skills and knowledge.Join our global team of customer service professionals dedicated to providing Hitachi Vantara customers with exceptional support in a fast-paced, 24/7 environment.

AECOM is seeking a highly skilled Technical Director specializing in Electrical Engineering to join our dynamic team in Sydney. In this role, you will lead a diverse team of engineers and technicians, ensuring the delivery of high-quality electrical engineering solutions for various projects. Your expertise will drive innovation and efficiency, enhancing our project outcomes and client satisfaction.

Join our dynamic team as a Technical Solutions Engineer at Arista Networks, where you will play a crucial role in delivering innovative solutions to our clients. You'll engage with customers to understand their technical needs and provide tailored solutions that enhance their operational performance. This position offers a unique opportunity to work at the intersection of technology and customer service, ensuring that our clients achieve their desired outcomes.

Role Overview Vanta is hiring a Solutions Engineer based in Sydney, supporting the Asia-Pacific region. This role combines technical know-how with strong communication skills to help clients reach their security and compliance targets. What You Will Do Collaborate with sales and product teams to guide customers through the sales process Provide technical support and clear explanations of Vanta’s solutions Work directly with clients to understand their needs and recommend effective approaches Ensure a high standard of service at every stage of customer engagement Location This position is based in Sydney, Australia, with a focus on clients across the Asia-Pacific region.

At Anaplan, we are a dynamic team of innovators dedicated to enhancing business decision-making through our cutting-edge AI-powered scenario planning and analysis platform. Our mission is to empower customers to surpass their competition and thrive in the market.What brings Anaplanners together, regardless of their roles or locations, is our unwavering commitment to our customers’ success and our Winning Culture.Our clientele includes luminaries from the Fortune 50, such as Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer, among over 2,400 global enterprises that depend on our premier platform.Our Winning Culture fuels our teams of innovators. We celebrate diversity of thought and ideas, act as leaders irrespective of our titles, strive for ambitious goals, and take pride in celebrating our achievements – both major and minor.Guided by our operating principles of being strategy-led, values-based, and disciplined in execution, you will find inspiration, connection, growth, and rewards here. Embrace your uniqueness; join us, and let’s collaboratively shape the future!Team DescriptionBecome a part of our global Level 3 Support Team, tasked with addressing the most intricate technical challenges faced by Anaplan customers. This team operates at the convergence of technical mastery, product knowledge, and customer support, collaborating closely with Engineering, Product, Operations, and Customer Success teams to troubleshoot, investigate, and resolve systemic challenges. This position reports to the Level 3 Support Team Manager.Your ImpactInvestigate and diagnose complex technical issues presented through support tickets.Acquire in-depth product knowledge across Anaplan’s platform and tools (e.g., Grafana).Work alongside Support Agents to guide customers through intricate technical solutions.Identify and track product bugs as necessary.Clearly communicate investigation progress and outcomes to internal teams.Lead release reviews and onboard new product features to global Support Teams.Document thorough investigations and share technical knowledge within the team.Participate in an on-call support rotation offering 24/7 emergency assistance for critical customer issues (approximately 1 weekend in 15).

Role overview The Customer Support Engineer for APAC at Heidi Health works from Sydney, supporting clinicians and healthcare teams who use our AI-powered product. This position combines technical troubleshooting with customer service, aiming to resolve complex issues and improve reliability in clinical settings. The role plays a key part in building customer trust and supporting Heidi Health’s growth in healthcare environments. Main responsibilities Serve as the primary contact for customers with technical or complex questions, handling escalated and urgent cases through chat, email, and phone. Develop in-depth knowledge of Heidi Health’s product and its application in real clinical environments. Deliver clear and effective technical support by understanding customer needs and resolving issues efficiently. Analyze and debug intricate technical problems, using sound judgment in sensitive healthcare situations. Take ownership of customer issues from initial contact to resolution, responding promptly and accurately within agreed service levels. Work closely with engineering and product teams to understand, replicate, and resolve complex issues, ensuring all escalations are well-documented and reflect the customer’s experience. Monitor server health, system status, and bug reports. Act quickly to reduce impact, escalate critical problems, and help prevent repeat issues. Identify recurring or systemic issues and contribute to ongoing product and support improvements. Working at Heidi Health Receive an extra paid day off for your birthday, plus additional wellness days. Access a $500 annual personal development budget. Collaborate with skilled engineers and creatives from diverse backgrounds. Contribute to shaping healthcare globally as part of one of Australia’s leading healthtech startups. See the impact of your work quickly and grow your career within a startup setting. Join efforts to reimagine primary care and improve healthcare in Australia and beyond.

Join Arista Networks as a Technical Solutions Engineer focused on Campus and WiFi solutions in our Sydney office. This role is integral in driving our cutting-edge technology forward, providing exceptional technical support and solutions to our clients.You will collaborate with diverse teams to develop and implement innovative network solutions, ensuring optimal performance and reliability. Your expertise will be critical in enhancing customer satisfaction and fostering long-term partnerships.

Why Choose Harvey?At Harvey, we are revolutionizing the landscape of legal and professional services. Our approach transcends mere incremental changes, aiming for comprehensive transformation. By leveraging cutting-edge agentic AI, a robust enterprise platform, and extensive domain expertise, we are redefining how essential knowledge work is performed for generations to come.This is an exceptional opportunity to be part of a generational company at a pivotal moment in its journey. With over 1,000 customers across more than 58 countries, a strong product-market fit, and the backing of world-class investors, we are rapidly scaling and creating a new category in real time. The challenges are ambitious, the expectations are high, and the potential for personal, professional, and financial growth is unparalleled.Our team is composed of sharp, motivated individuals who are deeply dedicated to our mission. We operate with urgency and ownership, collaborating closely with our customers—from leadership to engineers—to address real problems with care. If you thrive in a dynamic environment, strive for excellence, and wish to contribute to shaping the future of work alongside colleagues who elevate standards, we welcome you to join us in building something extraordinary.At Harvey, we are not just envisioning the future of professional services; we are actively writing it today.Role OverviewThe Senior Technical User Operations Specialist is an advanced individual contributor role tailored for support operators who excel in complex and ambiguous scenarios. This position serves as the primary escalation point for intricate, technical, or nuanced customer issues, while also remaining actively engaged in the support queue.In this role, you will manage a high volume of sophisticated support cases, lead customer discussions, oversee bug management from start to finish, and establish yourself as a trusted collaborator with Product and Engineering teams. You will significantly contribute to enhancing the team's technical capabilities by mentoring colleagues, identifying patterns in escalations, and helping to transform valuable insights into scalable improvements.This position is perfect for someone who enjoys tackling challenging problems, maintains composure under pressure, and seeks to maximize their impact without stepping into formal management roles.