Operations | India
Your Role
This role is responsible for delivering exceptional customer support to Megaport’s global customer base, ensuring a seamless and positive customer experience at every interaction. As a Technical Support Engineer (TSE), you will serve as the first point of contact for customers requiring technical assistance or account-related support, providing timely, accurate, and professional responses across multiple communication channels including phone and web-based platforms.
You will troubleshoot and resolve a wide range of technical networking issues, guide customers through service configurations, and coordinate with internal teams to ensure swift issue resolution. Your ability to communicate complex technical concepts clearly—both verbally and in writing—will be essential in maintaining customer confidence and satisfaction. You will also document cases thoroughly, contribute to internal knowledge bases, and help identify opportunities to improve processes and the overall customer experience.
Working in a fast-paced, global environment, you will be expected to manage competing priorities, think critically under pressure, and operate with a high degree of autonomy. This role requires strong problem-solving skills, attention to detail, and a proactive approach to identifying and preventing potential issues before they impact customers.
This position is ideal for someone passionate about networking technologies and eager to grow their career within a global technology company known for its strong engineering culture and supportive, team-oriented environment. If you thrive on solving technical challenges, delivering world-class service, and continuously expanding your knowledge in a dynamic industry, this role offers an exciting pathway for professional development.
About Megaport
We’re not your typical tech company – and we don’t want to be. Megaport is the global leader in Network as a Service (NaaS), and has transformed the way businesses connect to the cloud, data centers, and each other. We are publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon, Microsoft, Google, Oracle, IBM, and more. Headquartered in Brisbane with a crew of over 400 people spread across Asia-Pacific, Europe, and the Americas, our employees enjoy an environment that is collaborative, supportive, and (actually) fun.
Our Team Culture
We are a team of problem solvers, pixel pushers, code slingers, and cloud fanatics. Culture is more than a poster on the wall here – collaboration beats hierarchy, curiosity fuels our growth, and everyone’s voice matters. We take our work seriously, but not ourselves. We work across time zones to execute on our global vision, trust each other to get things done, and never compromise our values for commercial gain. Most importantly, we place our customers at the centre of everything we do.
What You’ll Be Doing
Technical Support
? Maintain a strong personal knowledge of Megaport products, network services, processes, tools, and policies.
? Provide hands-on technical SME assistance and complex troubleshooting.
? Escalate complex technical faults when required, providing clear and detailed context.
SLA, KPI & Service Delivery Ownership
? Ensure customer service demand is met and all SLAs are consistently achieved.
? Deliver responsive, high quality support to the Megaport global customer base across multiple channels.
? Maintain thorough and precise case notes, troubleshooting steps, resolutions, and customer communications within internal ticketing systems.
? Ensure documentation supports knowledge sharing, reporting, and seamless handovers across global teams.
Cross-Functional Collaboration & Business Alignment
? Work closely with other departments across Megaport (e.g., Network/Infrastructure, Engineering, Product, Billing, Procurement/Suppliers as relevant) to achieve shared business goals.
? Advocate for the customer internally by turning feedback and recurring issues into clear, prioritised improvement initiatives.
Your success metrics:
Customer Experience
? Customer Satisfaction (CSAT): Maintain or improve CSAT for support interactions, with targets set by region/queue and reviewed monthly.
? Net Promoter Score (NPS): Enhance NPS by addressing support experiences and mitigating negative driver themes associated with support (e.g., slow response, unclear communication).
Service Level Performance
? SLA adherence greater or equal to 85%
? Queue Health: Keep ticket backlog within defined limits, with minimal breached SLAs and no unmanaged long-lived tickets (aging reviewed weekly).
? Ticket Hygiene & Documentation Quality: High-quality internal/external notes (clear, complete, technically accurate), correct categorisation, and consistent use of macros/templates where relevant.
Quality & Compliance
? QA Score / Interaction Quality: Achieve quality targets from ticket/call reviews (accuracy, clarity, tone, correct troubleshooting, correct escalation).
? Reopen & Repeat Contact Rate: Reduce avoidable reopens and repeat contacts through better diagnosis, documentation, and customer guidance.
Incident & Escalation Effectiveness
? Escalation Rate (Right-First-Time Escalation): Maintain appropriate escalation levels—escalate when needed, avoid unnecessary escalations, and improve “right team, right detail” escalations.
? Escalation Handling Time: Time from escalation to action/engagement meets
expectations; customers receive timely updates.
? Incident Management Outcomes: Incident process followed end-to-end (timely comms, coordination, stakeholder alignment, and post-incident review completion).
What We Are Looking For
Technical Foundation & Certifications
? Significant proven experience in a comparable support role within an ISP, data centre, telecoms, or cloud connectivity organisation.
? Good knowledge of fundamental networking concepts (e.g., routing/switching basics, VLANs, BGP fundamentals, latency/packet loss, troubleshooting methodology).
? CCNA or JNCIA (or equivalent) is highly desirable, along with proven work experience in network incident resolution and/or network infrastructure.
? Experience and understanding of fibre optic networks and associated fault domains (where issues commonly occur, how they present, and how to coordinate resolution).
? Strong ability to solve complex technical problems and guide others through structured troubleshooting and decision-making.
Customer, Communication & Stakeholder Management
? Excellent written and verbal communication skills and the ability to produce clear, calm, and accurate customer updates during both BAU and incident conditions.
? Able to communicate effectively with all levels of the business and work across internal and external stakeholders to deliver exceptional customer service.
? Strong customer advocacy mindset: understands customer needs, sets expectations well, and drives outcomes that improve trust and satisfaction.
Incident Readiness & Adaptability
? Experience coordinating customer-facing incidents end-to-end (triage, escalation, comms, follow-up), maintaining composure and clarity under pressure.
Ways of Working (Autonomy & Team Fit)
? Able to work autonomously in a semi-remote role within a globally dispersed team environment, managing competing priorities with minimal supervision.
? Strong work ethic, reliable follow-through, and consistent accountability for outcomes.
? Team player who enjoys collaboration, contributes ideas, and is comfortable mentoring and coaching others.
? Passion for innovation and technology, with an interest in staying current across evolving ISP and cloud landscapes.
You will be happy at Megaport if you:
? Want to be part of a company that’s transforming the global network services landscape and driving innovation in connectivity, speed, and infrastructure.
? You want to work for a company helping transform connectivity at scale, and you’re excited by the pace and ambition that comes with it.
? You genuinely enjoy leading people—setting direction, coaching, removing blockers, and helping team members grow in capability and confidence.
? You’re energised by delivering an excellent customer experience, and you take pride in turning messy problems into clear outcomes and calm communication.
? You enjoy the challenge of solving complex technical and operational problems, especially in a fast-paced environment where priorities are constantly shifting.
? You’re motivated by making a measurable impact—improving performance, lifting quality, and helping the support function run smoothly and reliably.
? You naturally identify process friction and enjoy finding bottlenecks, improving workflows, documentation, and ways of working.
? You communicate clearly, collaborate easily, and value strong partnerships across teams to achieve shared goals—especially during incidents.
? You’re comfortable owning the operational rhythm, ensuring the right coverage, focus, and that commitments are consistently met.
? You like working with data and metrics, using trends to inform decisions, coaching, and continuous improvement initiatives.
? You treat customer feedback (both positive and negative) as a valuable signal, and you enjoy turning it into practical improvements for the team and the customer journey.
? You align with a values-driven culture—acting with integrity, respect, accountability, and a service mindset.
? You thrive when no two days look the same, and you’re calm under pressure when quick decisions matter.
? You’re seeking ongoing learning, growth, and opportunities to expand your leadership and technical depth over time.
Working Location and Hours
? Working day is 10 hours, and the duration of the working week is 40 hours.
What We Offer
Subject to the internal policies of Megaport, which may be updated from time to time:
? Birthday Leave – take a paid day off to celebrate.
? Generous training allowance + 5 days paid study leave annually.
? A motivated team combining industry experts and emerging talent.
? Recognition programs – including Legend and Kudos Awards.
? Health & wellness programs, as well as mental well-being support.