Description We are looking for a Support Engineer to join our Australian headquarters in Melbourne, Victoria. If you’re tech-savvy, thrive in a dynamic environment, and believe in the power of technology at its finest—this is the perfect opportunity for you Our Milestone Technical Support (MTS) team is an international group of dedicated professionals committed to delivering exceptional customer and partner satisfaction. We operate globally, united by a common passion—to be the best. Every challenge is an opportunity to learn, innovate, and excel. Your Role As a Support Engineer, you will be a crucial member of our Frontline Technical Support Team, providing expert assistance to customers and business partners. You’ll handle inquiries through email, chat, phone, and support cases, resolving technical issues and ensuring a seamless customer experience. You will also: Demonstrate an in-depth understanding of the Milestone product portfolio. Provide top-tier technical troubleshooting and analysis. Deliver solutions with professionalism and confidence. Contribute to the knowledge base and self-help resources to empower the community. At Milestone, YOU are the key to our success. Join our dynamic, international team and become part of a rapidly growing and successful business. Your Responsibilities: Make every customer interaction a satisfying experience through a professional, outgoing and personable attitude Resolves technical issues by applying advanced troubleshooting techniques and analysis Accurately document all case-related communication, files, and resolutions. Create and maintain a variety of self-help resource (KBs, how-to guides) First point of contact for basic/simple customer-facing issues, normally handled by the Partner or by Milestone Help-Desk Answers in-depth technical questions requiring remote troubleshooting and analysis methods/skills Diagnose and resolve Windows environment and product-related errors Professional Qualifications: 5 years of experience in technical support for external clients. Strong technical background with hands-on troubleshooting skills. Excellent communication skills and fluency in English (written & verbal). Experience providing multichannel support (phone, email, forums). Expertise in Microsoft Windows Server and Active Directory authentication. Strong IP networking knowledge, including experience with Wireshark Experience with enterprise-level data storage technologies (RAID, NAS, SAN, iSCSI, Fibre Channel). Proficiency with Wireshark (or equivalent network analysis tools). Experience with Microsoft SQL Server, including troubleshooting and queries. Experience with IP Surveillance cameras, access control a bonus Personal Skills: A can-do attitude with a passion for solving complex challenges. Strong team player—shares knowledge, supports colleagues, and asks for help when needed. Confident and professional in interactions with peers and executive management. Analytical problem-solver who thrives under pressure. Able to handle customer conflicts constructively and recover from challenging situations. Adaptable, calm, and articulate—able to multi-task and maintain focus in a dynamic setting.