Customer Support Specialist

About MegaportWe’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 350 people spread across Asia-Pacific, Europe, and the Americas, our employees enjoy an environment that is collaborative, supportive, and (actually) fun.Our Team CultureWe’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.About The RoleAt Megaport, we’re changing the way the world connects to the cloud. As a leading Network-as-a-Service (NaaS) provider, our platform is used by global enterprises to build agile, scalable networks in minutes. With customers across North America, Europe, and APAC, our support team is at the core of delivering world-class service and technical expertise.We're looking for a Network Support Engineer to join our growing Mexico City team, supporting our English-speaking customers and helping resolve complex networking issues with confidence and care. What You'll Be Doing Deliver high-quality, first-line and second-line support across networking, account, and portal issues.Troubleshoot IP networking issues (Layer 2/3), including BGP, DNS, and routing problems.Manage customer interactions across phone, ticketing, and web-based platforms.Accurately track and document all cases in our systems.Prioritise first-contact resolution and escalate appropriately when needed.Collaborate globally with engineering, NOC, and product teams to resolve issues.Work with vendors, partners, and internal stakeholders to drive customer outcomes.Identify ways to optimise services and improve our processes.Meet or exceed support KPIs and maintain SLAs. Must-Have’s 3+ years of experience in network incident resolution or support (ISP, cloud, or data centre environment).CCNA or JNCIA certification (or equivalent hands-on experience).Strong knowledge of networking fundamentals: TCP/IP, BGP, DNS, MPLS, VLANs.Fluent in English – both written and verbal communication.Clear, professional communicator who can simplify technical issues for customers.Strong attention to detail and time management.Able to work autonomously and troubleshoot under pressure.Comfortable working shifts as part of a global support model.Able to attend the Mexico City office on Tuesday, Wednesday, and Thursday if rostered for a shift. Nice-to-Haves Experience with Juniper and/or Cisco hardware platforms.Familiarity with Internet Peering, MPLS Layer 2/3 VPNs, IS-IS, and network routing protocols.Experience in virtualised environments (VMs, cloud platforms, etc.).Familiarity with ITIL or structured incident management processes. What We Offer Flexible working environmentsBirthday LeaveGenerous study and training allowance + 5 days paid study leaveCreative, fun, and contemporary workspacesMotivated team of industry experts and new talentCelebrated success with ‘Legend’ and ‘Kudos’ AwardsHealth and wellness program Additional Information #LI-DNIIf you have any questions, please reach out to Megaport's Talent Acquisition Team at [email protected]: All Megaport business correspondence is conducted via our business email accounts (@megaport.com). If you have any concerns, please reach out to Megaport's careers team [email protected] directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@megaportau.com". All applications will be treated in confidence.Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants, why, and how we store and use it. Note that you’re entitled to know what personal data of yours Megaport holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact Megaport's data protection officer if you have any further privacy-related questions. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies.

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