Technical Support Engineer

We're on a mission to transform global workplace communication, and we need your help. How do you prefer to collaborate with your colleagues? By phone, video, instant message, or even text? Fuze is making it easy for businesses to embrace the modern, mobile workforce. We offer a single cloud-based platform that includes these technologies and more for simple, smart communication that works.

The Technical Support Engineer role is a combination of customer service and technical ability. This role is a customer facing role, by phone and email with a strong importance on communication. This role is dedicated to addressing customer product issues and change requests, limiting the customer involvement when possible, with the goal of an enjoyable experience. The candidate for this role is to drive customer satisfaction with a combination of product knowledge and customer engagement.


Work directly with customers through phone, email, and case management system to resolve issues and fulfill requests
Have a calm patient attitude to listen to problems, perform research driving a reported issue towards a resolution
Take ownership of overall customer satisfaction, recognize high priority situations and take appropriate escalation action
Manage multiple issues in parallel, taking responsibility for meeting SLA and updating customers
Troubleshoot, replicate, and investigate application (Windows/OS X, iOS/Android), network, handset, and end­user issues
Document and escalate more complex issues to higher level technical teams
Knowledge on related industry protocols. (SIP, HTTP/HTTPS, SSH, TELNET, UDP/TCP)
Acquire and maintain current knowledge of Fuze solutions
Actively contribute to our customer facing knowledge base with procedural instructions providing our customers self­service element
Take part in an on­call rotation to address high customer impact issues during off­hours

Qualifications ­ Required:

University Degree required: either BS or BA in a technical related field
Proficient with Linux/Unix, and familiarity at the command line is preferred
1-3 years Customer Service related experience
Ability to prioritize and manage workload effectively
Able to communicate verbally and in writing with customers in a professional and friendly manner
Good organizational & analytical skills, ability to plan, track tasks and deliver to agreed timescales
Strong verbal communication skills and fluency in English Qualifications ­


Familiarity with command line
Fluency in languages other than English
Sydney, NSW, AU