Technical Support Engineer

Want to deliver tech with purpose, with people who care?

Join us in our mission to create solutions that help keep children safe online.

Who we are?

Headquartered in Perth, Australia, Qoria is an ASX listed global leader in child digital safety technology and services. We are a purpose driven business, operating under the ‘Linewize’ brand in North America and Asia Pacific, under the ‘Smoothwall’ brand in the UK, and under the ‘Qoria’ brand in EMEA. Our solutions are utilized by schools, school districts and their parental communities to protect children from seeing harmful content online, to identify children at risk based on their digital behaviors and to ensure teachers maintain focus and safe learning in the digital classroom. 27k schools and 6 million parents depend on our solutions to keep 22 million children safe in 180 countries around the world.

What's the opportunity?

The Frontline Support Engineer is a highly skilled and experienced technical professional who plays a critical role in providing advanced-level support for complex technical issues. As a thought leader and subject matter expert, the Frontline Support Engineer collaborates with customers to ensure the highest levels of technical support, problem resolution, and customer satisfaction. 

Here's how you'll do it :

• Technical Support: Provide in-depth troubleshooting, diagnosis, and resolution of complex issues escalated to the support team. Own and manage cases to resolution, ensuring customer satisfaction.

• Subject Matter Expertise: Serve as the customer's technical expert on the company’s products, services, and technologies. 

• Customer Advocacy: Advocate for customer needs and improvements in product quality, usability, and reliability based on firsthand support experience. Act as a voice of the customer during product planning and post-launch evaluations.

• Cross-Functional Projects: Participate in cross-functional projects that enhance product performance, support tools, or customer engagement. 

What you’ll bring:

• 2+ Years of Technical Support Experience in a Fast-Paced Environment

• Experience/familiarity with managing enterprise deployments of iOS, Microsoft and Chromebook devices

• Previous Support Ticket Management Experience (Zendesk, FreshDesk) is desirable.

• Previous Experience working in a K-12 environment is desirable.

• Solid understanding of networking, server, and web technologies

• Domain expertise with IT operations, application management and/or security/compliance is desirable.

• 2+ years of experience in system or network administration is desirable

You'll have:

• A degree in an IT, Computer Science or MIS discipline or equivalent experience.

• The ability to communicate effectively and efficiently to customers through written channels (ticket\chat\email) and over the phone and is critical.

• An innate curiosity to understand how systems work (and could possibly be abused)

• A drive to find creative solutions to problems others may think are impossible to solve

• Be able to “think outside the box” and be comfortable performing a wide variety of tasks

• The ability to not only work but thrive under pressure.

Why choose  Linewize by Qoria?

In this role, you can expect:

• Employee Stock Options

• Enhanced Holiday & Family Leave

• Zone Out Days

• Catered Office Lunches

• A Yearly Tech Allowance
  .... and much more

Compensation

Base: $50,000 - 62,500 plus Stock & Benefits

More importantly, you'll:

• Support tech with purpose...

As a Technical Support Engineer at Qoria, your work truly matters. With every customer interaction, you’ll be helping children stay safe online. It feels good to do good.

• With people who care...

One of our values is ‘Care, Always’. Our Technical Support Team lives and breathes that, every day. We also look after each other and help create a supportive environment for all.

• Through work that you love...

Being a Technical Support Engineer takes skill, energy and resilience. It can also be incredibly rewarding. Here, your efforts will be visible and you’ll love the impact you have.

• And a career that you own...

A proven career path forward, with real opportunities to progress your career into other teams and departments within the company. Exposure to industry leading tech, developed in-house by an amazing engineering team. Regular company wide lunch and learn sessions

We'd love to hear from you. Please submit your application if you would like to be considered for this opportunity.