Technical Support Engineer, APAC

About the Role

As a Ninja Technical Support Engineer, you will work alongside our industry-leading Support Team to provide transformative customer experiences. You will prioritize customer calls and email correspondence under the guidance of Support Leadership, while taking ownership of customer issues and utilizing resources provided to ensure high quality customer service interactions.

Location- Hybrid remote in Sydney, Australia

What You’ll be Doing

• Take initiative and provide prompt, accurate follow-up to tickets and support calls
• Work a set schedule with rotating on-call duties (1 weekend every ~2 months with limited hours/scope)
• Work independently to accomplish daily and weekly tasks
• Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases.
• Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc.)
•  Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)
•  Ability to exercise good judgment of priority based on customer impact

About You

• Bachelor’s degree preferred but not required
•  At least 2 years’ prior experience in a customer service/support related position ideally supporting software applications or IT support
• You have a passion for IT and providing exceptional care for the customer
• Fluent in Windows troubleshooting
• Fluent in Mac troubleshooting (a plus)
• Experience with Linux troubleshooting (a plus)
• Experience with Zendesk (a plus)
• Polished oral and verbal communication skills
• Strong interpersonal skills so as to be able to work in a team-oriented environment
• Understanding of any virtualization platform, basic networking
• Adaptable to new technologies and processes
• Previous experience with IT software helpful, but not required
•  A sense of humor

About Us 

NinjaOne is a leading unified IT operations solution that simplifies the way IT works. With NinjaOne, IT teams can automate, manage, and remediate all their tasks within one modern, intuitive platform, improving technician efficiency and user productivity. NinjaOne supports over 6,000 IT departments and managed service providers around the world and is consistently ranked #1 for its world-class customer support. NinjaOne has been recognized as the best rated software in its category on G2 and Gartner Digital Markets for the past 3 years. Learn more about NinjaOne here: www.ninjaOne.com 

What You’ll Love 

• Our flexible working hours with home office options enable you to successfully balance your personal life and your job 
• Grow personally and together with one of the fastest growing companies globally
• Develop your skills through our renowned training platform
• Receive competitive compensation 
• Collaborate with an amazing international workforce