Technical Support Engineer

Direct message the job poster from Modica Group If variety, strong relationships and a supportive, aligned team environment matter -you’ll want to explore this opportunity. Market leader with a Global focus and solid vision for the future A work environment with a culture to be proud of Purpose-driven tech role enabling you to unleash your potential About Us At Modica Group, we’re a global intelligent messaging company on a mission to make business communication smarter, safer and more accessible for everyone. From growing local businesses to large enterprises, telcos and government agencies, our cloud-based CPaaS platform plugs directly into mobile networks and customer systems via secure APIs. This gives organisations the power to leave outdated call‑centre and print channels behind and shift toward the fast, intuitive mobile channels their customers actually respond to. We support a full suite of channels through a unified platform that lets customers send high-volume, time‑critical messages, run two‑way campaigns and automate customer journeys at scale. Backed by real‑time reporting, insights tools, deep CRM and marketing‑platform integrations, and 24/7 expert support, Modica Group is trusted globally when messages truly matter. About the role This role will suit a customer‑centric, tech‑curious and self‑motivated person who values a stable role where they can contribute deeply within a world‑leading enterprise messaging provider. As a Technical Support Engineer, you will support Modica's wide range of enterprise customers and partners through delivering quality, first‑level support of software applications, infrastructure, and networks in a fast paced and efficient manner. You will understand the challenges of working with tech disruption and be able to prioritise your workload in a nimble and communicative fashion that ensures all issues are resolved with pace and efficacy. While your role has a lot of variety and your support requirements may vary, day‑to‑day activities will include: Front‑line assistance to help overcome issues within our agreed Service Level Objectives Logging tasks in appropriate ticketing queues and prioritising accordingly Accurate capture of information and requirements from users in case of further investigation or escalation Work with developers and engineers to enhance or streamline processes Communicating upcoming maintenance or other relevant events to the organisation Monitor and respond to alerts to prevent potential messaging scams in progress Work as part of an on‑call team providing 24/7 cover on a rostered basis Consistently look for process improvements and efficiencies that will enhance your delivery of service requests Incident management from discovery through to resolution and leading the blameless post‑mortems to ensure outages are prevented from repeat occurrences About you We’re looking for someone who brings a proactively engaging style, strong technical curiosity, and the intelligence and teamwork to move things forward. You’ll love learning, engage with people proactively and naturally, bring genuine passion for technology and the energy and drive to deliver outstanding results in our tech support space. You will also be: Enthusiastic, flexible and customer centric Customer service focused with proactive, solutions‑led communication – confidently picking up the phone to resolve issues, progress opportunities and support our broad client base Tech‑savvy, inquisitive with strong problem‑solving Self‑motivated, dedicated and understand that timeliness and accuracy are critical in all actions and interactions Adept at prioritisation and multitasking Insanely organised and know that the devil is in the detail Excellent at both written and verbal communication A self‑starter with the ability to work in a fast‑paced environment Why Us At Modica, you’ll join a high‑growth technology business pushing the boundaries of intelligent messaging. We operate on a global scale, yet we’re small and agile enough that your thinking, relationships and commercial instincts genuinely shape outcomes. You’ll collaborate with teams across New Zealand, Australia and beyond, supported by a culture that values initiative, encourages ownership and gives you the space to truly contribute. Alongside a competitive salary, you’ll also enjoy health and life insurances/contributions towards these, home internet contributions, paid volunteer days and your birthday off. We take pride in creating an environment where people are trusted to deliver, supported to succeed, and recognised for the impact they make. How to Apply Modica Group has partnered with Bespoke Approach for the recruitment of this role, with applications closing on Wednesday the 10th of December. Due to security clearance requirements, this position is only open to applicants who hold a valid Australian passport. Please apply via LinkedIn or submit your CV and cover letter to Alternatively, if you would like to know more or discuss the opportunity confidentially, please reach out to Nikkie on the above email. Seniority level Not Applicable Employment type Full‑time Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr