Product Support Specialist - Level 1 - SaaS

Sydney

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. 

Collaboration, teamwork, open communication, and transparency are vital to our success. Datto motivates and empowers our employees to grow through professional development, training opportunities, and internal promotions. Whether it's on one of our sport teams, monthly happy hours, or other company functions; work hard play hard is not just a cliché here. Comprehensive health care packages and education reimbursement are just a few of our benefits. 

The Opportunity

Datto's support squad in Sydney provide first hand advice and product triage to our MSP (Managed Service Provider) partners who are enhancing their businesses by using Datto’s wide ranging suite of applications. 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.

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 Jobs:

We're are currently hiring in our SaaS Support team.

  • 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
  • Maintain ownership of incidents until resolved or escalated for further research
  • Maintain ticket backlog per Datto service level agreement (we use Jira by Atalssian)
  • Partner with leadership and internal teams to improve skills and career development opportunities

About You:

For our SaaS Application Support role you'll bring experience across file system basics, operating system navigation, conceptual network connectivity with good Internet and internet browser literacy

As well as:

  • 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

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

Datto - A little more!

Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners. Datto supports our partners 24/7/365. This commitment is a value at the core of every role in every office, always doing the right thing, and putting our customers first.

At Datto, we’re committed to cultivating a healthy, positive and growth enabling environment. We are proud of our wide ranging benefits package which is available to all full-time employees, including:

  • Virtual “Datto University” onboarding programme
  • Health Insurance
  • Income Protection
  • LinkedIn Learning
  • Headspace App
  • Free food, drinks, and fresh organic fruit
  • Charity match program
  • Education reimbursement

Datto is an equal opportunity employer. 

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.

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

Fully supported remote working for the time being.

Agencies please note: This recruitment assignment is being managed directly by our internal talent team. We will certainly reach out to our external partners if we require additional talent options. Your respect for this process is appreciated.

Product Support Specialist - 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:

I identify my ethnicity as:

Veteran status:

I have a physical disability:

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