Senior Technical Support Representative

Location: Australia – Hybrid or Remote

We are open to hiring in the following locations: Adelaide or Melbourne.

Who Are We?  

About Airlock Digital: 

Airlock Digital is a global leader in application control and allowlisting. We seek to empower every organization to run only what they trust and operate free from malware and ransomware.  

With rapid growth across Australia, North America, and EMEA. We are committed to our core values, respect, determination, and integrity. We support a diverse and expanding global customer base. At Airlock, we pride ourselves on being a team of humble, collaborative, and driven professionals who support one another and share a passion for cybersecurity.

What We Are Looking For: 

The Senior Technical Support Representative (Tier 3) is responsible for providing advanced technical support to Airlock Digital customers, through the resolution of complex technical issues escalated from Tier 2 support. 

The Senior Technical Support Representative must be capable of troubleshooting at both server and endpoint levels, with experience analysing software processes for performance and behavioural issues, as well as conducting detailed log analysis across Linux, Mac, and Windows environments. 

Key Responsibilities:

• Act as the highest-level escalation point for our global support organisation.
• Troubleshoot, reproduce, and identify/resolve complex customer problems.
• Work with the Development team to identify bugs and define customer requests.
• Assist in designing and updating support processes.
• Demonstrate a high level of responsiveness to reported issues and queries.
• Diagnose and resolve level 3 technical issues, and when required, assist Team Members with Level 1 and 2 issues.
• Provide technical support in accordance with documented processes.
• Educate customers on Airlock Digital products.
• Join calls with customers to communicate complex technical processes.
• Collaborate with team members and contribute to team knowledge by sharing skills and resolutions to issues.
• Proactively seek out information to expand your skill set.
• Support junior team members to resolve more complex issue 

Required Skills & Qualifications:

• Bachelor of Computer Science or equivalent experience.
• 5+ years' experience in a Tier 3, Senior Software Support / Technical Engineer or similar technical role, ideally in a large enterprise organisation (1000+ employees).
• Ability to understand and troubleshoot complex code.
• Troubleshooting experience with Windows, Linux, and MacOS.
• QA/Engineering/Development background helpful.
• Endpoint security troubleshooting experience highly regarded.
• Experience reproducing complex issues in a lab environment. 
• Motivated by continual learning and improvement.
• Possesses an exceptional customer service ethic.
• A proactive problem solver.
• Quickly establish rapport with others.
• Communicate clearly both verbally and in writing.
• Background in customer service or previous experience in IT support  

What We Offer: 

We don’t think money is everything, but we know it is an important part of your decision to apply for a role. Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws.  

Flexible work environment, Hybrid or Remote – Time Off - Paid Volunteering Time - Birthday Leave - Paid parental Leaves - Home Office Allowance 

Our Commitment: 

We believe in supporting our team members both personally and professionally. Named one of the Australia’s Greatest Places to Work and 5th best technology company for 2025, we value flexibility, trust, and a work environment that empowers our team to do their best work. 

We will be assessing applications as they come in, so we encourage you to send your resume through to us as soon as possible. All official job offers from our company are extended directly by our recruitment team and will be sent through an official BambooHR document for your review and signature. Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a National Police Check through an authorized third-party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience. No contact from recruitment agencies, thank you. #LI-REMOTE #LI-EC1