Customer & Network Support Lead

The Customer & Network Support Team Lead - 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 Network Support Team Lead - APAC 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 & Network Support Team Lead- 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.

Minimum 3 years of experience in people leadership. 

Strong knowledge of fundamental networking concepts.

CCNA/JNCIA level work experience in network incident resolution or network infrastructure is mandatory. 

Experience in SDN & NaaS, Cloud On-ramps, Virtual Edge routers, API-driven Provisioning is ideal.

Proven experience managing multi-vendor environments (Cisco, Nokia, Juniper, etc.) with a focus on interoperability within a global peering fabric.

A passion for innovation and technology.  

Excellent written and verbal communication skills.

Ability to communicate with all levels of business and work with internal and external stakeholders to deliver exceptional customer service. 

Ability to solve complex technical problems.

Innovative approach to problem-solving and incident resolution.

Experience and understanding of fiber optic networks.

Solution focus and a keen interest in process improvement, including documentation. 

Ability to work autonomously, in a semi-remote position, within a globally dispersed team environment. 

Strong work ethic.

High attention to detail.

Enjoys working as part of a team and is comfortable coaching others.