Senior Support Engineer

About Us

AI-Media (ASX:AIM) is a global leader in language and accessibility technology. Founded in Australia in 2003, weve grown to become one of the largest providers of AI-powered captioning, transcription and translation solutions. Our solutions combine the best of automation and human expertise, powered by industry-leading technology.

We work across broadcast, government, education and corporate sectors to make content accessible, multilingual, and inclusive - reaching audiences everywhere.

At AI-Media, we value innovation, integrity, and excellence . We act with accountability, deliver quality and service, and are committed to fostering a workplace that is inclusive, diverse, and barrier-free. With teams across the US, UK, Canada, Australia, and Asia, we believe diversity drives success. If you require any adjustments to participate fully in our recruitment process, well work with you to meet your needs.

Together, lets make the worlds content accessible - to everyone.

About the Role

Are you ready to join a fast-growing, ASX-listed company thats shaping the future of AI-powered accessibility and language solutions? Were looking for a Senior support engineer (Level 3) to act as the technical lead for our support organisation. This hands-on role focuses on advanced technical problem-solving, process improvement, and driving excellence across our support platform. This role can be performed on a hybrid basis.

In this role, youll:

• Resolve complex technical issues escalated from Level 1 and 2 support.
• Lead improvements to support workflows, platforms, and end-user experience.
• Reproduce and confirm product defects, collaborating with development teams to fix them.
• Own and optimise the end-user computing environment, including devices, licensing, and security.
• Provide technical guidance and thought leadership within the support organisation.

About You

Youll bring:

• 5+ years experience in technical support, including exposure to enterprise environments.
• Strong experience in Level 13 support workflows and escalation management.
• Deep understanding of end-user computing, networking, infrastructure, and cloud systems.
• Experience with ticketing systems, ITIL framework, and service delivery SLAs.
• Strong problem-solving , communication and analytical skills, with the ability to explain and present ideas clearly
• A customer-first approach: takes responsibility for issues and follows through to solutions
• Goal-oriented with the ability to set clear objectives and prioritise effectively
• Integrity, professionalism, and ethical conduct in all interactions
• Resilience and adaptability in the face of change
• A collaborative mindset, supporting others to deliver shared outcomes

Essential Skills

Proficiency in:

• Windows OS (installation/troubleshooting)
• Active Directory, Azure/Office365/SharePoint
• Networking protocols: OSI model, TCP/IP, SMTP, SNMP
• Security: Firewalls, proxies, SIEMs, disk encryption, endpoint protection

Desirable Skills

• Bonus: SQL, C++, Java, Python, Intune, Exchange, SAN storage experience

What AI-Media Offers You

• Career Progression based on talent, not tenure, tailored Career Chats
• Access to a rewards platform that offers employees discounts and cash back on many retailers, access to fitness and health videos, recipes via HelloFresh, ability to recognize your coworkers and so much more
• Flexible public holiday selection
• Access to Course Catalogue
• Paid parental leave for eligible primary and secondary caregiver
• Employee Assistance Program (EAP)
• Quarterly & Annual Global Recognition Awards
• Ongoing Trimester Reviews to recognise achievements
• Global company with supportive team culture and inclusive working environment
• Modern office located close to public transport
• Chance to be involved as we grow our product suite and offer tech & human solutions to customers
• Competitive health insurance plan with monthly reimbursements of up to $800
• Retirement matching program
• 4 weeks vacation and 10 paid sick days annually