Brightly

Support Engineer

• Provide day to day customer technical support
• Serve as a point of escalation for our junior members as well as our customers
• Work across Microsoft 365, Google Workspace, Windows, macOS, networking and modern security tools
• Own more complex incidents and problems while monitoring and managing the shared ticket queue (ensuring tickets are prioritised, progressed, and escalated correctly based on urgency and priority)
• Act as an escalation point for our technical support analysts, providing guidance and coaching
• Sit alongside our senior engineers to support them with the design, implementation and maintenance of cloud and on-prem infrastructure (and solutions for our customers)
• Help improve processes and services as we scale up, ensuring best security practices are implemented and followed
• Play a real part in shaping how we deliver IT solutions across our customer base
• Part of a rotating on-call roster

Senior Technical Support Analyst