{"id":2415222,"url":"https://alion.io/job/cse-senior-customer-support-specialist","title":"Senior Customer Support Specialist","company":{"id":692836,"name":"CSE","domain":"cse.net","url":"https://alion.io/company/cse-5","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brisbane, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":61000,"max_usd":131000,"period":"year","method":"role_seniority_country_cell","sample_n":9},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-10-13T02:43:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-23T20:11:28Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"CSE Crosscom is a leading supplier and integrator of two-way radio and telecommunications products, infrastructure & services. We work with major industrial, government, transport, mining, resources, and utilities across Australia and New Zealand.\nWe design, supply and install telecommunications solutions to help our clients keep their workforce safe and manage their most critical assets. CSE Crosscom is part of the CSE Global Group of Companies, operating in over 20 countries and listed on the Singapore Stock Exchange.\nCSE Crosscom is seeking a Senior Customer Support Specialist to join our Global Support Centre. This is an opportunity to combine advanced technical troubleshooting with technical leadership, mentoring and a strong focus on customer service excellence.\nYou’ll play a key role in supporting complex network environments, leading incident resolution and helping our support team deliver reliable, high-quality service to customers across a range of industries.\nAbout the role\nReporting to the Network Engineering Manager, you’ll provide Level 2 and Level 3 technical support across customer environments, including LAN, WAN, wireless, radio and enterprise networking technologies.\nAs a senior member of the team, you’ll act as the primary escalation point for complex incidents, guide and mentor Customer Support Specialists, and help maintain the reliability, performance and continuous improvement of our support services.\nWorking closely with customers, vendors, field technicians and engineering teams, you’ll take ownership of technical challenges and help deliver effective, timely and sustainable outcomes.\nKey responsibilities\nProvide advanced Level 2 and Level 3 troubleshooting across enterprise networks, wireless, radio and related technologies.\nLead the investigation and resolution of complex technical incidents, including major incidents and root cause analysis.\nAct as the technical escalation point, providing guidance and support to Customer Support Specialists.\nMentor and coach team members to build technical capability, confidence and consistency.\nReview technical change plans, documentation and customer-facing deliverables to ensure quality and manage implementation risks.\nProactively monitor customer network infrastructure and service performance using network monitoring and diagnostic tools.\nMaintain strong customer relationships and coordinate with internal teams, vendors and field technicians to resolve service issues.\nEnsure compliance with service level agreements (SLAs), operational procedures and key performance indicators (KPIs).\nContribute to knowledge sharing, technical documentation, process improvement and operational excellence.\nSupport projects, deployments, planned maintenance and service transitions as required.\nAbout you\nYou’re a technically capable networking professional who enjoys tackling complex problems and helping others succeed. You bring a customer-first mindset, sound technical judgement and the confidence to take ownership of escalated issues through to resolution.\nTo be successful in this role, you will have:\nA current Cisco Certified Network Associate (CCNA) certification.\nStrong knowledge of IP networking, including routing, switching, VLANs, VPNs, firewalls and network troubleshooting methodologies.\nDemonstrated experience supporting enterprise, industrial or managed network environments.\nAdvanced troubleshooting, analytical and problem-solving skills.\nExperience mentoring colleagues or providing technical guidance to support teams.\nThe ability to review technical documentation, change plans and customer deliverables.\nExcellent written and verbal communication skills, with a strong commitment to customer service.\nWell-developed organisational and time management skills, with the ability to prioritise competing demands in a fast-paced environment.\nHighly regarded\nWhile not essential, the following experience and qualifications will be highly regarded:\nCisco Certified Network Professional (CCNP) certification.\nTertiary qualifications in IT, networking, telecommunications, radio communications or a related discipline.\nKnowledge of ITIL practices, including Incident, Problem and Change Management.\nExperience with network monitoring, performance management and diagnostic tools.\nVendor certifications across technologies such as Cisco, Juniper, Fortinet, Cambium, Nokia, Huawei, Motorola, DAMM or TAIT.\nExperience in managed services, telecommunications, mining, industrial communications or critical infrastructure.\nIn return CSE Crosscom can offer an excellent opportunity to grow your career, in a stable and expanding environment.\nOn top of:\n Attractive renumeration package and benefits \nExcellent personal development opportunities with training, education, mentorship and upskilling \nCareer growth with a fast-growing company\nNumerous employee benefits and HR resources\nExcellent stability and long-term prospects with expansion of clients and services in every state. \nAt CSE we are committed to creating a supportive and inclusive work environment where all employees can thrive, which are reflected in our values.","description_format":"text","description_chars":5141,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation"],"lifecycle":[{"event":"open","at":"2026-10-13T03:10:17Z"}],"visa":[],"liveness":{"score":82,"band":"hot","label":"Hiring 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