Customer Support Manager - APAC

About Megaport We’re not your typical tech company – and we don’t want to be. Megaport is the global leader in Network as a Service (NaaS), and has transformed the way businesses connect to the cloud, data centers, and each other. We’re publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon, Microsoft, Google, Oracle, IBM, and more. Headquartered in Brisbane with a crew of over 600 people spread across Asia-Pacific, Europe, and the Americas, our employees enjoy an environment that is collaborative, supportive, and (actually) fun.   Our Team Culture We’re a team of problem solvers, pixel pushers, code slingers, and cloud fanatics. Culture is more than a poster on the wall here – collaboration beats hierarchy, curiosity fuels our growth, and everyone’s voice matters. We take our work seriously, but not ourselves. We work across time zones to execute on our global vision, trust each other to get things done, and never compromise our values for commercial gain. Most importantly, we place our customers at the center of everything we do.   We’re committed to increasing representation in the tech industry and welcome applicants from all backgrounds. Don’t meet every requirement? That’s okay. If you’re excited about this role, we encourage you to apply. The Role The Customer Support Manager - APAC is responsible for the success of the Customer Support Team in the Asia Pacific region. Acting as second in charge and reporting to the Global Customer Support Manager, the Customer Support Manager will ensure the Support Team adheres to the scheduled roster to guarantee coverage of the service desk at all times, complies with company policy regarding office attendance, and oversees other day-to-day operational duties.   This role is responsible for supporting the Megaport customer base in addressing technical issues, account issues, and general inquiries via phone and web-based support platforms, either in the form of technical assistant to the Customer & Network Support Team members or directly with customers as the first escalation point.  True to the nature of customer service, the role is dynamic and fast-paced, offering many opportunities for career development. The successful candidate is comfortable working autonomously, enjoys problem-solving, and has a keen eye for detail. They will have strong written and verbal communication skills and comfortably foster positive customer interactions and relationships. They will enjoy working in a friendly, supportive team that encourages collaboration.  As an internal customer advocate, the successful candidate will work closely with global teams to efficiently resolve customer requests. Including but not limited to comfortably communicating, troubleshooting, and escalating complex technical problems. The role is exposed to the challenges and demands of a rapidly expanding global network.  As a senior member of the CNS Team, the Customer Support Manager - APAC will act as a representative for Megaport, attending in-person and online meetings with local customers and suppliers, assisting with procurement contract discussions and negotiations, and managing supplier performance.