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Customer Support Engineer

Date: 13-Apr-2021

Location: Canberra, AU

Company: Nominet



Our name may not be familiar, so here’s a bit about us. We’ve been running the UK’s national internet namespace for a quarter of a century, sitting proudly at the heart of the UK's critical digital infrastructure. Such a responsibility requires world-leading cyber security and we’ve gaining a reputation for our innovative new security solutions, protecting our own systems and beyond.

Nominet designs, builds and operates DNS solutions to protect digital economies at scale. Our Protective DNS Solution disrupts cyber-attacks, offering situational awareness and automated protection across essential public services, supply chains and infrastructure. We do this to enable connectivity, inclusivity, and security for our world - and create a vibrant digital future.

That is what drives us - and the kind of people we want to work with.



Working in the Customer Success Team in Nominet Cyber Australia, you will provide outstanding customer service and 1st /2nd line technical support to government customers who are using our critical services and sophisticated cyber security capability.


This is not your standard service desk support role. Yes, you will need to respond to tickets and resolve technical issues, but there is much more to get involved in - like onboarding new customers, solution-specific queries and change requests. You will have the opportunity to dive deep and get into the nitty-gritty aspects of our customers’ technical challenges.




  • Timely and considered handling of incoming support tickets.
  • Manage support tickets to strict customer SLAs.
  • Work with the broader team to develop and deliver updated documentation and support knowledge base for customers.
  • Support and work with the customer service team to deliver customer service excellence.
  • Be a Nominet and solution subject matter expert within the Customer Success team in order to provide customers with the best experience.
  • Follow customer-specific processes to, monitor and adhere to SLAs
  • Assist with ad-hoc queries from customer and internal teams.
  • Work closely with others in the Nominet team to understand and drive solution improvements and stay abreast with planned changes to the solution.
  • Assist Customer Success team in managing major and standard incidents that impact service and end customers.
  • Ensure that service to the customer is always of the highest standard and quality.
  • Provide out of hours support through an on call rota




The world of cyber security interests you and you’ll also have the following skills:


  • In-depth knowledge and experience of supporting Windows-based software.
  • Knowledge of Linux, iOS, and Android Operating Systems would be advantageous.
  • Good grasp of networking concepts, how DNS works, and general well-rounded competence in IT.
  • Experience of using ticketing systems
  • Good troubleshooting skills to work with customers to identify root cause
  • Great communication skills and always willing to proactively reach out to customers via different channels.
  • Highly organised with a good eye for detail.





Please note: As part of the job application, you will be asked to complete a brief online application form and profile.

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