**Department** Support **Employment Type** Full Time **Location** AU **Workplace Type** Hybrid **Shape the Future of Work with Eptura** At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe. **Job Description** As the **Technical Lead** , you need to excel at customer service and technology. You are responsible for working with clients, answering support requests by phone, email, and in-app communication channels. We have a hands-on culture and expect you to roll up your sleeves and help tackle any problem that stands in the way of customers’ success. To do this, you will learn how to use and configure our software and will also learn about our clients’ more complex needs and business processes. You will be expected to use this knowledge to effectively take ownership of advanced support requests and see them through to resolution. While many requests are handled individually, Customer Support is a highly collaborative team, and you will frequently work with and learn from your team members, while also escalating tickets to development teams and others. **Responsibilities** + **Act as a Subject Matter Expert (SME):** Resolve complex configuration, data flow, and performance issues across on-prem and cloud environments, + **Gain and Maintain Deep Technical Knowledge:** Develop expertise in system architecture, integrations, and configurations — including LAN-connected devices and Windows-based utility servers. + **Network & Infrastructure Troubleshooting:** Analyze packet captures, firewall rules, and port mappings to fix connectivity and deployment gaps. + **Resolve Software and Hardware Configuration Issues:** Troubleshoot issues across Windows, Android/iOS platforms, APIs, and backend services. + **Lead Application Support Efforts:** Support .NET applications, analyze system logs, and perform root cause analysis using tools like Azure App Insights and SQL queries. + **Collaborate Cross-Functionally:** Work closely with Product, Engineering, Cloud Operations, and Customer Success teams to drive resolution and continuous improvement. + **Ensure Documentation & Knowledge Sharing:** Create and maintain knowledge base articles, runbooks, and technical training resources. + **Mentor and Guide Support Engineers:** Review escalations, coach team members, and coordinate global 24X7 support coverage when required. + **Maintain Process Accuracy:** Ensure support cases, incidents, and RCA documentation are accurately recorded in systems such as Salesforce Service Cloud or JIRA. **About You** + **Essential Skills** + Proficient in application support for .NET-based platforms. + Skilled with Azure App Insights, SQL queries, and structured log analysis. + Experienced in managing complex technical support scenarios in cloud-first environments. + **Customer Service & Communication** + Deliver exceptional service via email, phone, and in-app support channels. + Translate technical details into clear, user-friendly language for a variety of audiences. + Confident communicator and motivator — able to mentor and guide team members effectively. + **Technical Expertise** + 6+ years of experience supporting SaaS applications and services. + Deep knowledge of Azure, SQL Server, REST/Web APIs, SAML, and SSO. + Hands-on experience with Windows Server, background services, and network tools like Wireshark. + Familiar with ITIL best practices and enterprise tools like JIRA, Salesforce Service Cloud, or ServiceNow. + Comfortable with rotational shifts and participation in weekend/on-call schedules when required. + **Collaboration & Problem-Solving** + Resolve challenges by working closely with cross‑functional teams. + Strong commitment to continuous improvement and familiarity with change management. + _(Bonus)_ Hands‑on experience troubleshooting third‑party network infrastructure (proxies, VPN, firewalls). + **Personal Attributes** + **Must be an Australian citizen** due to government support requirements. + Passionate about delivering outstanding customer experiences. + Positive, proactive, and solution-oriented — you thrive in a collaborative, fast-paced environment. **Job Benefits** + Employee Assistance Program + 20 days annual leave + Flexible working **Eptura Information** + Follow us on Twitter | LinkedIn | Facebook | YouTube + Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world. \#LI-SM1