Technical Support Engineer II

Qualifications

• 3+ years of technical support experience, preferably in a SaaS environment
• Proven ability to work within high-performing teams in complex technical environments
• Proficiency with VM SaaS deployments and familiarity with MPEG-TS and SRT protocols
• Strong analytical and problem-solving skills, with a focus on delivering effective, timely solutions
• Strong communication and planning skills, with the ability to explain and present ideas clearly
• A customer-first approach: takes responsibility for issues and follows through to solutions
• Goal-oriented with the ability to set clear objectives and prioritise effectively
• Integrity, professionalism, and ethical conduct in all interactions
• Resilience and adaptability in the face of change
• A collaborative mindset, supporting others to deliver shared outcomes
• Proficiency AWS MediaLive, MediaConnect, and EC2 environments
• Working knowledge of RESTful APIs, webhooks, and integration principles
• Ability to use technical diagnostic tools
• Familiarity with technical logging systems and ability to interpret error messages
• Experience with technical support tools such as Zendesk, Jira or similar
• Customer service orientations with the ability to explain technical information to non-technical users
• Proficiency with AI tools such as ChatGPT, Claude, or similar platforms to enhance productivity and customer support
• Familiarity with broadcast workflows and equipment

Benefits

• Career Progression based on talent, not tenure, tailored Career Chats
• Access 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 more
• Flexible public holiday selection
• Access to Course Catalogue
• Paid parental leave for eligible primary and secondary caregiver
• Employee Assistance Program (EAP)
• Quarterly & Annual Global Recognition Awards
• Ongoing Trimester Reviews to recognise achievements
• Chance to be involved as we grow our product suite and offer tech & human solutions to customers
• Competitive health insurance plan with monthly reimbursements of up to $800
• Retirement matching program
• 4 weeks vacation and 10 paid sick days annually

Responsibilities

• This hands-on role combines deep technical expertise, problem-solving, and cross-functional collaboration to ensure our clients receive outstanding service and reliable solutions
• This role can be performed on a hybrid basis
• Serve as the technical escalation point for complex hardware and SaaS issues requiring advanced troubleshooting and system knowledge
• Create and maintain technical documentation for issues related to APIs, system integrations, and platform functionality
• Conduct technical configuration reviews to optimise client platform setups
• Assist technical writers with product documentation
• Communicate with customers to analyse client-specific technical data, identify optimisation opportunities, and recommend appropriate solutions
• Participate in on-call rotations to ensure reliable client support
• Collaborate closely with the Product Development, Technical Writing, and Sales teams to ensure alignment between technical performance and client needs

Full Description

🟣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 Role

Are 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 (Level 3) to serve as the technical escalation point for complex hardware and SaaS issues.

This hands-on role combines deep technical expertise, problem-solving, and cross-functional collaboration to ensure our clients receive outstanding service and reliable solutions.

This role can be performed on a hybrid basis.

In this role, you’ll:

• Serve as the technical escalation point for complex hardware and SaaS issues requiring advanced troubleshooting and system knowledge.

• Create and maintain technical documentation for issues related to APIs, system integrations, and platform functionality.

• Conduct technical configuration reviews to optimise client platform setups.

• Assist technical writers with product documentation.

• Communicate with customers to analyse client-specific technical data, identify optimisation opportunities, and recommend appropriate solutions.

• Participate in on-call rotations to ensure reliable client support.

• Collaborate closely with the Product Development, Technical Writing, and Sales teams to ensure alignment between technical performance and client needs.

🟣About You

You’ll bring:

• 3+ years of technical support experience, preferably in a SaaS environment.

• Proven ability to work within high-performing teams in complex technical environments.

• Proficiency with VM SaaS deployments and familiarity with MPEG-TS and SRT protocols.

• Strong analytical and problem-solving skills, with a focus on delivering effective, timely solutions.

• Strong communication and planning skills, with the ability to explain and present ideas clearly

• A customer-first approach: takes responsibility for issues and follows through to solutions

• Goal-oriented with the ability to set clear objectives and prioritise effectively

• Integrity, professionalism, and ethical conduct in all interactions

• Resilience and adaptability in the face of change

• A collaborative mindset, supporting others to deliver shared outcomes

Essential Skills

• Proficiency AWS MediaLive, MediaConnect, and EC2 environments

• Working knowledge of RESTful APIs, webhooks, and integration principles

• Ability to use technical diagnostic tools

• Familiarity with technical logging systems and ability to interpret error messages

• Experience with technical support tools such as Zendesk, Jira or similar

• Customer service orientations with the ability to explain technical information to non-technical users

Desirable Skills

• Proficiency with AI tools such as ChatGPT, Claude, or similar platforms to enhance productivity and customer support

• Familiarity with broadcast workflows and equipment

🟣What AI-Media Offers You

• Career Progression based on talent, not tenure, tailored Career Chats

• Access 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 more

• Flexible public holiday selection

• Access to Course Catalogue

• Paid parental leave for eligible primary and secondary caregiver

• Employee Assistance Program (EAP)

• Quarterly & Annual Global Recognition Awards

• Ongoing Trimester Reviews to recognise achievements

• Global company with supportive team culture and inclusive working environment

• Modern office located close to public transport

• Chance to be involved as we grow our product suite and offer tech & human solutions to customers

• Competitive health insurance plan with monthly reimbursements of up to $800

• Retirement matching program

• 4 weeks vacation and 10 paid sick days annually