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About the Role

Content Guru is seeking motivated and technically curious technical graduates to support infrastructure operations, customer support, and platform monitoring activities. You will take ownership of incidents, service requests, and platform alerts through to resolution, focusing on learning, quality, and first-time fix. This role offers the chance to develop technical skills while contributing to the stability, security, and performance of our global cloud platform.

Responsibilities

Monitor platform alerts across NOC and SOC environments, ensuring timely and effective response
Maintain monitoring configurations, observability practices, and scanning tools
Identify recurring issues and contribute to long-term fixes to improve platform stability
Monitor external security notifications and respond as appropriate
Take ownership of incidents, faults, and service requests through to resolution
Diagnose and resolve technical issues using structured troubleshooting approaches
Escalate complex issues appropriately and support incident investigations
Ensure all activities are completed in line with SLAs and internal processes
Respond to customer enquiries via telephone, email, and web portals in a prompt and professional manner
Maintain clear and consistent communication with customers throughout issue resolution
Build effective working relationships with customers and internal teams
Ensure customer expectations are managed appropriately at all stages
Support the deployment of new services and upgrades to existing systems
Assist in writing, reviewing, and executing changes in line with established processes
Support lifecycle management of hardware and software across production platforms
Work closely with engineering and project teams to support platform delivery
Support compliance activities, including audits and certification requirements
Contribute to security best practices, including vulnerability management and patch remediation
Identify opportunities for improvement and contribute to operational efficiency
Actively develop knowledge and share learning with colleagues

Requirements

Bachelor’s degree in Computer Science or a related subject, or equivalent experience
An interest in infrastructure, cloud technologies, or technical support environments
Some experience in a technical, customer support, or IT role is beneficial but not essential
Familiarity with troubleshooting technical issues or working with IT systems
Understanding of networking, infrastructure, or security concepts is advantageous
Awareness of ticketing systems or structured support processes is desirable
Strong problem-solving and analytical skills
High attention to detail and a methodical approach to work
Clear written and verbal communication skills
Willingness to learn and develop within a structured, team-based environment
Professional and collaborative approach to teamwork

Skills

Infrastructure operations
Customer support
Platform monitoring
Incident management
Troubleshooting
Technical support
Platform stability
Platform security
Platform performance
Cloud technologies
IT systems
Networking concepts
Infrastructure concepts
Security concepts
Ticketing systems
Structured support processes
Problem-solving
Analytical skills
Attention to detail
Methodical approach
Written communication
Verbal communication
Teamwork

Location

Sydney, Australia

Work Type

Onsite
Out-of-hours support (rotational)
Overnight shifts (rotational)
Weekend shifts (rotational)

Experience Level

Graduate
Entry-level

Education Level

Bachelor’s degree in Computer Science or related subject, or equivalent experience

About the Company

Content Guru is the largest privately owned provider of Customer Experience (CX) and Contact Centre as a Service (CCaaS) in Europe.
Modern offices in the UK, Germany, Japan, the Netherlands, Portugal, the US, Greece, and Australia.
Award-winning cloud technology powers mission-critical services for some of the world’s biggest organisations.
Goal is to enhance the way the world communicates, enabling seamless interactions across voice, video, chat, email, and more.
Mission is to make engagement easy – over any channel, anytime, anywhere.

Equal Opportunity

We are an equal opportunities employer and consider all qualified applicants regardless of race, gender, religion, orientation, disability, or any other protected characteristic.
We are committed to creating an inclusive workplace where individuals can thrive and grow.