Company Overview

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform.

Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop every day for their connectivity needs.

Visit www.superloop.com to learn more.

Business Unit Overview

The Smart Communities Team are responsible for the delivery, management and support of the company’s wholesale fibre-to-the-premises and wireless internet services. The team provides a mix of sales, technical and customer service support, and acts as the first port of call for issues and enquiries for our Superloop Wi-Fi and wholesale fibre-to-the-premises consumer and business customers to ensure ongoing connectivity.

Role Purpose

The role of Carrier Support Specialist provides a primary operational support escalation point for both internal and external stakeholders, relating to our wholesale carrier network. The role delivers core functions including managing customer, network and infrastructure faults, stakeholder engagement, configuring customer and infrastructure equipment, firmware upgrades, network maintenance and on-site support.

Key Responsibilities

• Provide remote and on-site technical support to resolve network issues for RSP and VISP partners, ensuring timely resolution within SLA.
• Manage assigned caseload and respond to escalations from the broader support team.
• Identify, diagnose and resolve a variety of carrier and retail fibre network issues, escalating to Engineering or leadership when required.
• Ensure compliance with internal and legislative requirements, including accurate and timely reporting.
• Maintain up-to-date documentation of processes, systems and known issues for internal teams and external RSP/VISP partners.
• Provide training, onboarding and ongoing development of new starters.
• Maintain network performance through ongoing monitoring, diagnostics and incident/problem management.
• Aid in completion of training programs.
• Adhere to all company and workplace health and safety guidelines.

Qualifications and Experience

• Strong technical background in networking technologies, with the ability to articulate concepts clearly to others.
  
• Proven experience in a networking or IT support role, preferably involving large-scale fibre networks.
  
• Experience in complaint handling and ability to receive and defuse escalated complaints.
• Experience in maintaining large-scale FTTP, FTTB and fibre technologies.
• Sound knowledge of IPv4/IPv6, IP routing, and Ethernet switching technologies.
• High level of customer service and stakeholder management.
• Excellent written and verbal communication skills with the ability to communicate to people in a range of positions.
• Strong time management and the ability to organise resources and meet deadlines.
• Ability to meet WH&S requirements as stipulated by the organisation or our customers - such as vaccinations, white card and other reasonable licenses.

Key Deliverables 

• Ensure that all escalations are acknowledged and dealt with as per OLA timeframes.
• Create, and maintain required documentation, reporting, process, and communication to internal teams and partners for the Smart Communities carrier network.
• Incident management, manage outages, communications and events as per SLA.
• Take ownership of tickets until resolution.
• Lead by example and supporting junior staff with technical development.
• Analyse problems and conduct effective fault diagnosis and system recovery.
• Accommodate shifts during evenings, weekends, and holidays as necessary to ensure continuous support coverage.

On Offer

• Free Home Broadband
• Free Mobile SIM plan
• Flexibility – 3 days/week in the office
• Lunch on Wednesdays, snacks, donuts and more!
• Diverse and inclusive culture
• Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond.

At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members.As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.