Product Support Expert - L1 - PSA

Sydney

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 product suite. 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.

**We are aware of some system errors, please email your CV to ammitchell@datto.com or mefryer@datto.com

A Look Inside the Jobs:

We're are currently hiring in our PSA (Professional Services Automation) Application 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
  • Partner with leadership and internal teams to improve skills and career development opportunities

About You:

For our PSA Application Support role you'll bring experience with a range of software-based technologies most commonly used in a partner's environment; i.e. web browsers, SQL, Java, front-end development, .NET, etc

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 Expert - L1 - PSA

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