Job Opportunities API

The Opportunity We are seeking a highly skilled Manager , Support Services Engineering to guide and elevate our support Service Engineering Team based in Sydney. You will play a critical role in ensuring the day-to-day efficiency of support operations, while mentoring staff, optimizing internal processes, and leading key initiatives such as automation, ticketing improvements, and knowledge base development. Why Join? This is a pivotal role, and our Sydney-based Support Engineering Team is at the heart of this mission, ensuring operational excellence and continuous improvement across our global footprint. You will have the opportunity to directly influence how we support global operations while nurturing a growing and motivated team, drive best practices, and make high-impact improvements that directly affect business success. You’ll also play a key part in establishing a high-performing team that operates smoothly with minimal oversight. If you’re adept at employing your existing leadership skills to improve morale and retention, have significant experience designing delivering new knowledge bases, and implementing support automation tools that significantly reduce ticket volume, we need to have a conversation. Your background and experience will propel the responsiveness and effectiveness for the Sydney team and in doing so, you’ll participate in guiding the transformation of a high-growth company offering products our customers need during a moment that shapes the future for those they love most. Every day you’ll tackle complex challenges using the latest technologies within an inclusive, collaborative environment where each team member is empowered by mission, committed to protection, and dedicated to creating legacies . The Role As the Manager , Support Services Engineering, you will be part of a global support team and you will be responsible for overseeing the resource planning for the support team in Australia, with global coverage if needed. This role involves looking after the support team’s performance, identifying areas for improvement and acting as an escalation point for the team. The Manager , Support Services Engineering will continuously coach and train the team in various support areas, technical details, and customer service. Additionally, the role includes leading and overseeing the development of each team member through 1-2-1 catchup meetings, ad-hoc meetings, and reviews of objectives. Responsibilities Manage, mentor, and support a technical support team during operational hours (rotating 8am–7pm coverage). Foster a positive and empowered team culture, encouraging ownership and professional growth. Oversee triage and resolution of support tickets, ensuring high-quality service across multiple regions (AU, UK, CA, US, Ireland, Vietnam). Collaborate cross-functionally with product, engineering, and operations teams to improve service delivery. Own and the and advance the ITSM platform (Zendesk) e.g., ServiceNow/Jira Service Management) and its integrations with monitoring, CMDB, and identity systems, including Jira, Shortcut. Deploy AI-assisted diagnostics, virtual agents, and RPA to eliminate low-value manual work Incident Management – by leveraging toolsets e.g. PagerDuty. Partner with Product Engineering to embed observability hooks that give Tier 2 direct insight into application health. Design and implement improvements to the support knowledge base and explore opportunities for automation and support bots . Contribute to process improvement initiatives, including documentation, best practices, and service workflows. Support the rollout and improvement of internal tools and systems, including SSRS , Azure DevOps , and Elastic Search querying. Participate in regulatory audits including ISO 27001-aligned playbook. Assist in creating a business-facing health dashboard showing S