This is a hands-on technical role, not a desk-bound management job. You'll be the most experienced person in a small support team, still doing the hard troubleshooting yourself while helping two or three others do theirs.

The work sits at the intersection of M2M devices and mobile/satellite airtime services — a fairly specialised corner of telecoms, and one where genuine hands-on experience is hard to find. If you've spent real time inside Cisco Jasper or a similar M2M connectivity management platform, sorting out connectivity issues that span devices, carriers and IP networks, this will feel familiar.

What you'll actually be doing:

Personally working the complex and high-impact tickets through to resolution, not just assigning them

Triaging incoming issues daily and directing them to the right person on a small team

Chasing device vendors and airtime providers when something needs to move faster, and holding them to it

Being the first point of contact when someone on the team gets stuck

Getting involved early when a carrier changes a service or platform, so the transition doesn't land badly on customers

Working closely with Sales and Accounts so customers get one consistent story, not three different ones

What you'll bring:

An engineering background (Electronics, Telecommunications, Computer Networks, or similar)

Around 8 years in technical support at L2/L3 level, including solid time specifically in mobile airtime, IP networks and M2M devices

A few years leading or mentoring a small technical team — this is guidance and escalation support, not rostering and KPI management

Real hands-on time in Cisco Jasper or an equivalent M2M platform

Comfortable working across CRM/ITSM systems — Zoho experience is a plus

Confidence dealing with multiple parties at once when an incident gets messy

Nice to have, not essential: Zoho Desk experience, exposure to satellite services like Iridium or Viasat, a CCNA (or equivalent), or Palo Alto firewall experience.

Melbourne-based role (or willing to relocate within 2 weeks), with 4 days a week in the office.