We are looking for a capable Technical Support Engineer to join our team, working on a hybrid basis from our Sydney office and from home. In this role you will be a key member of our Customer Support function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Troubleshooting, SQL and Zendesk to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 1 to 3 years of relevant experience and strong, practical knowledge of Troubleshooting, SQL and Zendesk. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Polaris Media is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Technical Support Engineer at Polaris Media, you will play a central role within our Customer Support function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Identify recurring problems and share actionable feedback with product and engineering teams.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Track account health and identify opportunities for expansion and advocacy.
- Contribute to process and tooling improvements that make support faster and better.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Contribute actively to a positive, inclusive, supportive and collaborative team culture.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Ensure your work meets agreed quality, compliance and security standards before it is considered complete.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
- Proactively flag dependencies and coordinate with other teams to keep work moving smoothly.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Collaborate respectfully and effectively with colleagues across teams, functions, time zones and locations.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
- Represent the team and the company professionally in internal and external interactions.
- Build strong, trust-based relationships with internal and external stakeholders.
- Identify opportunities for improvement and bring forward practical ideas to make our products, processes and ways of working better.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Maintain accurate, thorough documentation and keep all relevant systems, tools and trackers up to date.
- Plan and manage your workload to balance quality, speed and competing demands.
- Communicate progress, risks and blockers clearly and proactively to your manager and relevant stakeholders.
What we're looking for
1-3 years of professional experience in a Technical Support Engineer or similar roleStrong working knowledge of Troubleshooting, SQL and Zendesk
Bachelor's degree in Computer Science
Excellent communication, problem-solving and teamwork skills
Benefits
At Polaris Media, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- Full sponsorship for relevant professional certifications, memberships and qualifications.
- The chance to do meaningful, high-impact work alongside talented, friendly, humble and ambitious colleagues.
- A modern, well-equipped office in a convenient location, with snacks, great coffee and plenty of collaborative space.
- Mental-health support including confidential counselling, an Employee Assistance Programme and a range of wellbeing resources.
- A flat, low-ego environment where good ideas can come from anyone and are acted upon.
- Thoughtful welcome kits, branded swag and little extras that make you feel part of the team.
- A dedicated annual learning and development budget you can spend on courses, books, certifications and conferences.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- Wellness perks such as gym and fitness-membership support, plus wellbeing initiatives throughout the year.
- Flexible working hours that let you do your best work while balancing your personal life and commitments.
- Personal accident and term life insurance providing financial protection and peace of mind for you and your loved ones.
- Allowances and reimbursements for work-related expenses, handled quickly and without unnecessary bureaucracy.
- Access to telemedicine and online doctor consultations so you can get care quickly, wherever you are.
- A performance-linked annual bonus that meaningfully rewards both your individual contribution and the company's success.
- Employee discounts and access to a curated range of partner perks, offers and benefits.
- Generous referral bonuses for helping us find and hire other great people to join the team.
- a generous annual leave allowance well above the statutory minimum, plus public holidays, because rest and time to recharge are essential to doing great, sustainable work.
- A real commitment to diversity, equity and inclusion, with employee resource groups and an open, respectful culture.
- Regular recognition and appreciation for great work, both publicly and privately.
- Company-funded health insurance with access to a wide network of hospitals and clinics, plus an annual preventive health check-up.
- Opportunities to attend, speak at and learn from industry events and conferences.
- Protected time for learning, regular internal knowledge-sharing sessions and access to leading online learning platforms.
- Generous, fully paid parental leave for all new parents, supporting you through one of life's biggest moments.
- Support for relocation where relevant, to help you make a smooth move and settle in quickly.
Education
Bachelor's degree in Computer Science