Support Engineering Lead
Support Engineering Lead
Posted on :
06-04-2025
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1 Vacancy
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Job Description
Be Part of Our Next Chapter
For over almost 60 years our solutions have enabled impactful connections between some of the worlds leading brands and their customers. And while weve already done a lot of work were proud of were just getting started!
Coates Group has the values of a familyowned business and the innovative spirit of a startup both which fuel our purpose Creating Connections. Empowering Partnerships. Always Evolving. Through hard work dedication and creativity weve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are curious charismatic authentic and we value and leverage the diversity of our crew. We are imaginers kindness enthusiasts experts creators thinkers challengers collaborators and overachievers. And together as a Crew we are revolutionizing the way the worlds leading brands leverage technology to drive the best customer experiences.
The Support Engineering Lead is instrumental within the Coates Support Team ensuring effective escalation management from L3 Technical Support superior problem resolution and fostering product expertise. This role focuses on enhancing operational efficiency mentoring team members and ensuring that high standards of technical support are met.
Role Accountabilities
- Leadership and Guidance: Oversee and support a team of Level 2 and Level 3 Support Engineers ensuring alignment with Coates strategic goals and highperformance standards.
- Advanced Technical Support: Act as the primary escalation point for complex support issues and maintain expertlevel knowledge of Coates Group products.
- Operational Excellence: Identify and lead initiatives to improve service delivery and efficiency collaborating with the Support Engineering Manager to refine support processes.
- Knowledge Management and Training: Develop and maintain documentation and knowledge bases and conduct training sessions to ensure team skills are uptodate.
- Stakeholder Management: Communicate regularly with product management software engineering and customer success teams to advocate for product adjustments and enhancements and prepare reports on support activities for senior management and other stakeholders.
- Escalation Management: Working with global support peers and market teams manage escalations and oncall coverage windows directly and via the team.
Role Requirements
- Degree in Business Engineering Computer Science or a related technical field.
- At least 3 years of experience in a technical support lead role with a proven track record in technical problem solving.
- Strong technical acumen with handson experience in Linux SQL and familiarity with support tools like Salesforce and Zendesk.
- Experience drafting and managing knowledge content for use in support workstreams
About Coates
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are led by a forwardthinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.
Together we are creators allowing us to make our purpose a reality to create immersive brand experiences for everyone.
Join a Crew that Cares
Be part of a global team of talented ambitious creative people that value integrity individuality and inclusivity. (Ask us about our Equality Empowerment Initiatives).
The benefits include an annual market competitive bonus program and our Thrive Program which includes a suite of flexible work options because were strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions) a Global Wellness paid day off to recharge as well as a Give Back Day to allow our Crew an opportunity to make an impact in the community.
Be inspired To Be More
We skip the red tape and aim to always stay nimble. Were proud of where weve been and are energized by where were going. We encourage ideas and perspectives because we know the more we have the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what weve accomplished but know the best is yet to come.
Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race color creed national or ethnic origin gender religion disability age political affiliation or belief disabled veteran veteran of the Vietnam Era or citizenship status (except in those special circumstances permitted or mandated by law).
Employment Type
Full-Time
Key Skills
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