Senior Technical Support Representative

Company Overview

Airlock Digital is a leading global provider specializing in application control and allowlisting technology. Our mission is to enable organizations to operate solely trusted software, safeguarding them from malware and ransomware threats. We have rapidly expanded across Australia, North America, and EMEA, driven by core values of respect, determination, and integrity. Our collaborative and passionate cybersecurity team supports a diverse worldwide customer base.

Job Location

This position is based in Australia with hybrid or fully remote work options, open to candidates in Adelaide or Melbourne.

Role Summary

The Senior Technical Support Representative (Tier 3) serves as the highest escalation point within our global support framework. You will provide expert technical assistance by troubleshooting and resolving intricate customer issues that escalate beyond Tier 2.

Key Responsibilities

• Serve as the ultimate escalation resource within the support team.
• Diagnose, replicate, and resolve complex technical problems affecting customers.
• Collaborate closely with Development to identify software bugs and refine customer requirements.
• Contribute to the design and enhancement of support workflows and procedures.
• Respond promptly and effectively to all reported issues and inquiries.
• Handle advanced (Level 3) technical cases; assist in resolving Level 1 and 2 issues as needed.
• Deliver technical support aligned with documented standards.
• Provide educational guidance to customers on product usage.
• Participate in detailed calls to clarify complex technical processes.
• Partner with team members to share knowledge and resolutions, fostering team growth.
• Proactively seek out new information to expand expertise.
• Mentor junior staff in managing sophisticated technical challenges.

Qualifications and Skills Required

• Bachelor’s degree in Computer Science or equivalent professional experience.
• Minimum of 5 years in a senior technical support role (Tier 3) or similar, preferably within a large enterprise (1000+ employees).
• Advanced troubleshooting and understanding of complex software code.
• Proficiency diagnosing issues across Windows, Linux, and macOS environments.
• Background in quality assurance, engineering, or software development is advantageous.
• Experience with endpoint security troubleshooting is highly desirable.
• Ability to replicate challenging issues within lab or test environments.
• Strong motivation towards continuous professional development.
• Excellent customer service orientation and proactive problem-solving skills.
• Ability to quickly build rapport with customers and colleagues.
• Effective oral and written communication abilities.
• Prior experience in IT support or customer-oriented technical services.

Compensation and Benefits

While salary specifics vary based on multiple factors including role responsibilities, qualifications, and market comparisons, we offer a comprehensive package featuring a flexible hybrid or remote work setup. Additional benefits include paid time off, volunteering leave, birthday leave, paid parental leave, and a home office allowance.

Our Commitment

We prioritize supporting our employees' personal and professional growth. Recognized as one of Australia's top workplaces and a leading technology company for 2025, we foster a culture of flexibility, trust, and empowerment.

Additional Hiring Information

Applications are reviewed promptly upon receipt. Official job offers occur via our recruitment team and are delivered through secure onboarding software. We do not request personal financial details during the application or offer stages. Background checks and submission of necessary personal information occur only after formal acceptance, ensuring a secure hiring process. Recruitment inquiries from third-party agencies will not be entertained.