Company Description

Want to deliver tech with purpose, with people who care? 

Join us in our mission to create solutions that help keep children safe online.

Who we are?

We are a technology company that exists to protect and support every child's digital journey. Leveraging our industry-leading technology, we are currently protecting 18,000 schools and 11 million students worldwide. We’ve grown fast - we’re ASX-listed (FZO: AX) and currently have 400 people. Our headquarter is in Perth with operations in Sydney, Melbourne, US (San Diego-CA, Orlando-FL, and Charlotte-NC), New Zealand and now also in the UK and Europe. We’re all proud of our incredible journey so far...and the best is yet to come. That’s where you come in!

Job Description

What's the opportunity ?

Our Deployment Engineers work within our Support and Delivery Team, providing technical support and high quality request management for escalated cases from end users of our product. They have the responsibility to ensure that 'every contact counts' for our customers such as parents, students, schools stakeholders and business partners by providing consistently excellent IT support and request management.

This role is remote from any location but preferably within commuting distance from our main offices in Charlotte, San Diego or Orlando, however, we can be flexible. 

The Support and Technology Team at Family Zone highly values diversity and inclusion in our hiring process. As we strive toward a more diverse workforce, we encourage all interested candidates to apply. Even if you're worried you might not be a perfect fit at first glance, we'd love to talk to you.

Here's how you'll do it?

• Assist customers with technical requests via phone, chat, and ticket systems to ensure support issues are resolved in accordance with SLAs.
• Act as a ‘project manager’, taking full ownership of technical support cases from inception to solution coordinating escalations as necessary.
• Recreate customer scenarios in a lab environment.
• Be a technical subject matter expert on the Education Solutions product suite and the underlying infrastructure of the ecosystem
• Perform primarily remote (infrequently on-site) product installations, initial configurations, and product training
• Create and manage internal and external product and training documentation
• Train and mentor other team members.

Qualifications

What you will bring: 

• The ability to communicate effectively and efficiently to customers over the phone and written channels (ticket\chat\email) is critical.
• 5 years of experience in a senior role in either system administration, network administration, security, solutions architect, or a tier 3 support role.
• Experience designing and supporting multilayer IP networks; routing and switching
• Experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
• Experience managing large (>1k seat) Windows and Mac workstation deployments
• Experience managing Windows Server or Red Hat Linux server environments in an enterprise setting.
• Experience with acquiring and analyzing packet captures
• Experience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devices

You'll have:

• Bachelor Degree, or significant studies towards Computing, Information Technology, Science or similar
• Solid understanding of networking, server, and web technologies
• Expert-level Linux and Networking knowledge.
• Experience architecting complex solutions
• Experience with IT management products and services
• Domain expertise with IT operations, application management and/or security/compliance is desirable
• Some experience with network directories is desirable

Additional Information

Why choose Linewize by Qoria:

In this role, you can expect:

• Employee stock options
• Enhanced holiday & family leave
• Tech Allowance
• .... and much more

More importantly, you’ll..

• Deliver tech with purpose...

As part of our Support team, your work truly matters. Your creativity, organizational skills, and understanding of our tech customers’/clients’ needs will help grow and nurture our membership. This means helping more children stay safe online.

• With people who care...

You’ll work among a tight-knit team of Support professionals who share your passion for enabling safe online environments. We all take ownership of our work, end to end. And at the same time, we really care about growing and winning together.

• Through work that you love...

You’ll get to work on projects with real-world impact. And along the way, you'll be exposed to modern technologies and processes, in a fast-paced and supportive learning environment.

• And a career that you own.

A proven career path forward, with real opportunities to progress your career into other teams and departments within the company. Exposure to industry leading tech, developed in-house by an amazing engineering team. Regular company wide lunch and learn sessions. And as you step up and take ownership to make things happen, you’ll carve out an incredible career.

Sound like you?

We’d love to hear from you. Please submit your application if you would like to be considered for this opportunity.

At this stage we are only accepting applications from those with full working rights.