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Senior Customer Support Engineer - Canberra

Senior Customer Support Engineer - Canberra

The Team

A member of the Customer Technical Support team, the Senior Support Engineer will provide level 1 and level 2 technical support and maintenance services for Semafone’s customers. At all times adhering to PCI processes and controls, the Senior Support Engineer will ensure that all support SLAs are met.

This role will also include the training and development of junior members of the team.

Key Accountabilities & Responsibilities

  • Provide 1st and 2nd level support services, for all Semafone products, ensuring that details are accurately logged in the ticket tracking system and that the Support SLA’s are met.
  • Maintain appropriate communications with customer for all P1, P2 and referred issues, managing the customer on escalation calls when required
  • Run and analyse traces
  • Install certificates
  • Assist junior and level 1 engineers to troubleshoot and resolve issues
  • Manage small support & maintenance projects
  • Perform customer patching and upgrades
  • Create and distribute customer ESOWs
  • Validate update/upgrade processes
  • Assist with the training of junior and level 1 engineers and with the creation of training documentation
  • Provide customer troubleshooting training
  • Adhere to all Semafone and PCI Service Level Provider process and procedures
  • Always maintain the professional representation of Semafone (internally and externally)
  • Working effectively with all areas of the Semafone Sales, Operations and IT teams to ensure the customers are receiving an excellent service

Key Competencies

  • Strong spoken and written English Language skills
  • Good problem-solving and trouble shooting skills, with attention to detail and ability to work under pressure
  • Good Linux OS experience
  • Linux based server builds
  • Creation and maintaining of  VMs
  • Good working knowledge of TCP/IP networking – firewalls and routers an advantage
  • Good working knowledge of ISRs, SBCs, Nagios monitoring and all Semafone product components

Skills & Experience

  • IT-based degree level qualification or equivalent IT knowledge to the required level
  • At least two years’ experience as a level 1 support engineer
  • Strong SIP/VOIP knowledge and troubleshooting skills 
  • Hands-on TDM/VOIP Telephony experience
  • AWS experience
  • ITIL experience
  • Willingness to work flexible hours as required to cover Semafone’s 24/7 operational support requirements

Benefits & Culture

We are a market leader in secure voice transactions and trusted by our customers and partners.  We are on a journey to secure all personal data.  We recruit diverse, ambitious, innovative people who want to grow in a supportive and collaborative environment.  We are passionate, work hard, have fun and celebrate success.

What we'll give you;

  • 25 Days Holiday
  • Competitive Salary
  • Up to 10% Bonus
  • Private Medical Insurance Allowance
  • Bespoke Discounts and Communications Hub
  • Up to 10% Superannuation

Semafone is well funded and growing fast, you’ll be joining an organisation that combines an entrepreneurial ‘start-up’ culture with the professionalism of a mature and established business. This is a fabulous opportunity to gain experience on a variety of commercial matters of an international business.

*All final interview candidates will be subject to a background check as a pre-condition of a potential offer of employment. Any information found will be considered when making the final hiring decision. Please be aware that the background check process will not go ahead without your written consent.

Or, know someone who would be a perfect fit? Let them know!


24 Lonsdale St
2612 Braddon Directions info@semafone.com 0845 543 0822

More than just a job...

Here at Semafone it's all about delivery and we pride ourselves in providing a flexible working environment which aims to support our staff as they journey through their career.  

For country-specific benefits check out each job role, but what else do you get besides your all important salary?

  • Bespoke Discounts & Communications Hub

    perkSTIR is our internal communications hub which houses a whole host of retailer discounts where you can literally save £/$000's a year!

  • Work / Life Balance

    We offer excellent time off benefits and promote flexible working whenever we can.

  • Great Physical Space

    We've got fabulous new offices in all locations. All mod-cons and tech'd up to the rafters it's a technologist's dream location.

  • Team Events

    We regularly get together as either individual teams, location-specific or the whole business. A highlight is our annual offsite, 'FraudSTIR' which involves internal and external presentations, team-building activities and lots of opportunities for socialising!

Workplace & Culture


Our company values aren't just words on a page to us.  They're intrinsic to the way we operate and vital to our success.  When they're effectively demonstrated wonderful things happen, so it's no wonder we recruit to our values and culture.


Already working at Semafone?

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