Technical Support Engineer; Level 2

Be Part of Our Next Chapter

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. For example:
If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions. We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, fueling our purpose— Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. Together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

This role works as a bridge between customers and the company’s internal team, providing customers with technical solutions and ongoing technical support. The L2 TSE is our second line of support, acting as a first point of support contact from L1, which can be customers themselves or L1 Customer Support specialist roles internally.

• Handle and resolve support tickets from ticketing systems escalated by L1 points of contact.
• Provide phone and email support, or remote assistance, to all clients.
• Proactively stay up to date with all the latest technologies concerning Coates products and the underlying technologies.
• Update and work-assigned cases in a timely manner adhering to the SLA.
• Maintain strong customer rapport and excellent, timely communication.
• Liaise with external clients and internal stakeholders to provide solutions and ensure service level agreements are met.
• Troubleshoot, respond and resolve software/hardware issues within defined SLA.
• Address and resolve support tickets from our ticketing system.
• Provide basic network support.
• Hardware configuration and installation of software.
• Interact with the Project Manager and Support Lead for tickets that require escalation.
• Perform basic L2 troubleshooting liaising with the onsite technician.
• Setting and preparation for newly introduced stores.
• Verification and maintenance of small devices (basic assembly, SSD, and RAM replacement), OS/software installation, manufacturer warranty application, etc.
• Timely escalate the technical issue to L3 Support engineer.

• Basic knowledge in IT systems, networking or hardware.
• Basic knowledge in a Linux (especially Ubuntu) environment.
• Good to have knowledge of scripting (e.g. Bash, JavaScript, basic PHP, etc.).
• Understanding of server-client architecture.
• Strong knowledge of Microsoft PowerPoint and Excel is an added advantage.
• Degree in IT (BCA/MCA/Engineering or equivalent qualification).
• Excellent Communication skills.
• Flexibility to work weekends and night shifts as per a rotational roster.
• Required to work from the office at least 3 days per week.
• Preference for candidates residing in or near Mangalore.

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and have successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people…