Product Support Expert - Level 1 - SaaS

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 SaaS product suite (Backupify). 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. You're 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. You're passionate about learning new technologies!

A Look Inside the Job:

  • Build ongoing relationships with Datto's managed service provider partners
  • Answer incoming support inquiries via various channels (chat, phone, email, etc.)
  • Perform incident triage and first resolution for partners utilising our SaaS Protection solution `("Backupify")
  • Maintain ownership of incidents until resolved or escalated for further research
  • Maintain ticket backlog per Datto service level agreement
  • Partner with leadership and internal teams to improve skills and career development opportunities

About You:

  • Computer literacy skills: file system basics, operating system navigation, conceptual network connectivity, Internet and internet browser literacy
  • An intermediate degree of comfort with complex integration environments across a variety of configurations
  • Strong organisational skills and an ability to prioritise tasks and workload
  • A thirst for knowledge
  • Strong written and verbal communication skills
  • Ability to work through and resolve complex partner challenges with patience and tact
  • Patience, a positive attitude, a team player and a good sense of humour

Bonus Points:

  • A University Degree in a technology related field

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

  • Comprehensive health-care benefits
  • Free lunch every Friday
  • Flexible paid time off policy
  • Free food, drinks, and fresh organic fruit
  • Fitness reimbursement
  • Charity match program
  • Education reimbursement
  • And more!

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

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 - SaaS

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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