Product Support Expert - Level 1 - RMM

Sydney

The Opportunity:

Datto's Technical Support squad in Sydney provide first hand advice and product triage to our APAC MSP partners who are enhancing their businesses by using Datto’s Remote Monitoring solution. Our team delivers a genuine, partner centric and consultative support experience with their thorough knowledge, knack for troubleshooting and passion for resolution and partner satisfaction.

About Datto:

As the world’s leading provider of cloud-based software and technology solutions delivered by managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology. Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners.

These partners provide Datto solutions to over one million businesses across the globe. Since its founding in 2007, Datto continues to win awards each year for its rapid growth, product excellence, superior technical support, and for fostering an outstanding workplace. With headquarters in Norwalk, Connecticut, Datto has global offices in the United Kingdom, Netherlands, Denmark, Germany, Canada, Australia, China, and Singapore. Learn more at www.datto.com

Does this sound like you?

You’re a self starter not afraid to own a problem - able to pick up new, complex information quickly and thrive in a fast paced environment where the customer’s experience is as important as the technical solve.

A Look Inside The Job

  • Answer incoming support inquiries through various channels (Chat, phone, email, etc.)
  • Develop a strong technical and business expertise of all Datto products
  • Support our partners with level 1 technical enquiries relating to our Remote Monitoring Management solution (RMM)
  • Perform incident triage and first resolution
  • Maintain ownership of incidents until resolved or escalated for further research
  • Create articles for our customer-facing knowledge base

About You

  • Motivated by learning new things and grow in an environment filled with learning new technologies including virtualization, cloud computing, ZFS file systems, scripting, and Linux command line
  • 1-3 years of Product Support or related work experience
  • You know how to juggle tasks
  • Computer literacy skills: Basic Networking knowledge, Experience configuring routers/switches and basic networks, Knowledge of Windows operating system, basic configuration, hardware, RAID, file sharing, and VSS aware backup
  • You excel at working through difficult or stressful customer issues
  • You can approach support issues from a training perspective if needed
  • Patience, positive attitude, noticing the little things, being a thoughtful team player and a good sense of humor are a must!

Bonus Points:

  • A University Degree in a technology related field, ideally with a Networking major

Note: Only candidates who are Australian Citizens or hold perm residency will be considered.

At Datto, we believe our employees are our greatest asset and offer all full-time employees a wide-ranging benefits package, including:

  • Free lunch every Friday
  • Generous paid time off policy
  • Free food, drinks, and fresh organic fruit
  • Fitness reimbursement
  • Charity match program
  • Private health cover
  • Education reimbursement 

By submitting an application, you acknowledge we will process your data in order to consider you for the position you apply for and for other open positions within our company for which you may be suited. We collect and store your data in accordance with our Recruiting Privacy Practices

Datto is an equal opportunity employer.

Product Support Expert - Level 1 - RMM

Demographic Questions

Individuals seeking employment at Datto are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. In order to track the effectiveness of our recruiting efforts and ensure we consider the needs of all our employees, please consider answering the following questions.

Completion is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter and any information that you do provide will be recorded and maintained in a confidential file.

Your responses to any of the following questions will be anonymized and only used to improve Datto’s diversity and inclusion initiatives. These responses will not be used / reviewed in connection with your application for employment.

I identify my gender as:

I identify as transgender:

I consider myself a member of the LGBTQ+ community

I identify my sexual orientation as:

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Veteran status:

I have a physical disability:

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