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Optimizely Logo Optimizely · IT - Administration

Associate Technical Support Engineer - Tier 1

Australia, Sydney · Job Posted January 18, 2026
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Job Description

As a Tier 1 Associate Engineer within the Technical Support Services (TSS) team, you will be the first point of contact for customers using our PaaS/SaaS platforms and services. You will play a critical role in delivering fast, accurate, and reliable support that empowers customers to succeed with Optimizely products. This role supports our mission by ensuring every interaction leaves customers with deeper knowledge, actionable insights, and trust in our solutions.

Job Responsibility

  • Independently triage and resolve standard Tier 1 incidents
  • Provide prompt, empathetic and technically sound support across all channels
  • Execute service requests and provisioning tasks with minimal supervision
  • Coordinate with internal teams to manage minor deployment issues
  • Identify recurring issues and suggest improvements to documentation
  • Escalate complex issues with clear context and documentation
  • Contribute to knowledge base articles and internal process improvements
  • Document all customer interactions and resolutions with detail, clarity, and accuracy in Optimizely’s ticketing system

Requirements

  • 0–2 years of experience in a similar position
  • Relevant industry-recognized certifications preferred
  • Knowledge of Fast-paced, high-transaction NOC, Data Center, or Managed Hosting environment
  • Knowledge of Microsoft Azure services
  • Knowledge of Supporting web-based applications
  • Systems administration experience with Windows Server and SQL Server
  • Knowledge of Application and data security
  • Knowledge of CDN services
  • ITIL Foundation training and certification preferred
  • Must possess a strong sense of urgency and passion for customer service
  • Strong written and verbal communication skills
  • Excellent troubleshooting and analytical abilities
  • Ability to address problems quickly
  • Ability to work independently with minimal supervision while staying focused on management-defined results
  • Excellent organizational skills
  • Ability to handle and prioritize multiple tasks while maintaining strong attention to detail
  • Bachelor’s degree in computer science, IT, or Telecommunications preferred, or equivalent working experience
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