Technical Support Engineer

🟣About Us AI-Media (ASX:AIM) is a global leader in language and accessibility technology. Founded in Australia in 2003, we’ve grown to become one of the largest providers of AI-powered captioning, transcription and translation solutions. Our solutions combine the best of automation and human expertise, powered by industry-leading technology.We work across broadcast, government, education and corporate sectors to make content accessible, multilingual, and inclusive - reaching audiences everywhere.At AI-Media, we value innovation, integrity, and excellence. We act with accountability, deliver quality and service, and are committed to fostering a workplace that is inclusive, diverse, and barrier-free. With teams across the US, UK, Canada, Australia, and Asia, we believe diversity drives success. If you require any adjustments to participate fully in our recruitment process, we’ll work with you to meet your needs.Together, let’s make the world’s content accessible - to everyone.🟣About the RoleAre you ready to join a fast-growing, ASX-listed company that’s shaping the future of AI-powered accessibility and language solutions? We’re looking for a Technical Support Engineer to bring their skills and energy to our global team, working rostered shifts within an 8am–7pm coverage window.In this role, you’ll be the go-to problem solver—responding quickly to issues, assisting users with their requests, improving the end-user experience, and working with our tech team to spot and fix product defects:Manage and respond to service requests and incidents from end users, escalating to appropriate teams when needed.Maintain clear and effective communication with all relevant stakeholders.Log, track, and report service requests and incidents accurately.Assist with onboarding new staff and customers to ensure a smooth experience.Proactively research and implement technology solutions to enhance the end-user experience.Advocate for end users in technology projects to maximize positive impact.Investigate and resolve incidents promptly, escalating when necessary.Collaborate with teams to reproduce and report product defects for resolution.Demonstrate strong problem-solving, decision-making, and organisational skills.Communicate effectively with both technical and non-technical audiences.Commit to continuous personal and professional growth and improvement.🟣About YouYou’ll bring:Bachelor’s degree in computer science, Information Technology, Software Engineering, or a related field (equivalent diploma or work experience is accepted)2+ years of experience as a Technical Support EngineerStrong communication and planning skills, with the ability to explain and present ideas clearlyA customer-first approach: takes responsibility for issues and follows through to solutionsGoal-oriented with the ability to set clear objectives and prioritise effectivelyIntegrity, professionalism, and ethical conduct in all interactionsResilience and adaptability in the face of changeA collaborative mindset, supporting others to deliver shared outcomesEssential SkillsStrong troubleshooting and problem-solving abilitiesExperience with helpdesk or ticketing systems (e.g., Jira, ServiceNow, Zendesk)Knowledge of IT systems, networks, and software applicationsCustomer-focused mindset with strong interpersonal skillsDesirable SkillsCertifications such as CompTIA A+, Network+, ITIL Foundation, and/or vendor-specific certifications (Microsoft, Cisco, AWS)Basic scripting or SQL knowledgeExperience with cloud platforms or SaaS productsFamiliarity with product defect tracking and reporting processesExperience assisting with onboarding or training end usersExperience with a Mobile Device Management system (e.g, Intune, Microsoft Configuration Manager)🟣What AI-Media Offers YouCareer Progression based on talent, not tenure, tailored Career ChatsAccess to a rewards platform that offers employees discounts and cash back on many retailers, access to fitness and health videos, recipes via HelloFresh, ability to recognize your coworkers and so much moreFlexible public holiday selectionAccess to Course CataloguePaid parental leave for eligible primary and secondary caregiverEmployee Assistance Program (EAP)Quarterly & Annual Global Recognition AwardsAnnual Reviews to recognise achievementsGlobal company with supportive team culture and inclusive working environmentModern office located close to public transportChance to be involved as we grow our product suite and offer tech & human solutions to customers