Job Overview
Location
AUS - Melbourne Remote
Job Type
Full-time
Category
Product Management
Date Posted
July 9, 2026
Full Job Description
đź“‹ Description
- • Lead and supervise a team of technical support engineers and specialists, assigning support cases and daily tasks, monitoring work progress, and providing technical guidance.
- • Oversee day-to-day technical support operations for assigned product areas, ensuring customer issues are properly logged, triaged, and resolved according to service level agreements.
- • Identify and implement knowledge management processes within assigned support areas, applying technical documentation methodologies and content management techniques.
- • Coordinate escalation activities and critical issue resolution efforts for assigned product areas, monitoring escalation process and addressing bottlenecks.
- • Oversee the development and maintenance of technical support processes and procedures, ensuring support methodologies, troubleshooting workflows, and resolution approaches are accurate and effective.
- • Coordinate with engineering teams, product specialists, field applications, and customer service to ensure integrated support for technical issue resolution.
- • Own the end-to-end incident management lifecycle at a L2/L3 layer, defining, documenting, and continuously improving processes.
- • Review and triage incoming customer tickets daily, assigning issues to team members based on skill level, while personally managing complex or high-impact issues through to resolution.
- • Manage escalations to M2M device vendors and airtime service providers, holding third parties accountable to agreed resolution timeframes and maintaining productive working relationships.
- • Manage day-to-day team operations, including workload distribution, rostering, and performance coaching.
- • Engage proactively with airtime service providers on new services/platforms/products or changes to existing ones, leading the planning, testing, and execution of onboarding activities.
- • Produce and present regular performance reports to stakeholders, driving process compliance and leading audits and assessments.
🎯 Requirements
- • Bachelor's degree in Electrical Engineering, Computer Engineering, or related technical field required
- • Minimum 5+ years of experience in technical support, customer service engineering, or related technical role
- • Minimum 2+ years of supervisory or team lead experience
- • Experience with semiconductor products, technical troubleshooting, and customer support
- • Familiarity with case management systems, knowledge bases, and service level management
- • Background in technical support, customer service, or field applications engineering
🏖️ Benefits
- • Opportunity to work with a leading semiconductor company
- • Collaborative team environment
- • Professional development opportunities
- • Competitive salary and benefits package
- • Flexible work arrangements
- • Recognition and rewards for outstanding performance
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Semtech Corporation
Semtech Corporation designs, manufactures and supplies analog and mixed-signal semiconductors, IoT systems and cloud connectivity services for infrastructure, industrial, consumer and automotive markets. Its portfolio includes LoRa wireless platforms, circuit protection, power management, signal integrity, wireless charging and sensing products. Founded in 1960 and headquartered in Camarillo, California, the company enables low-power wide-area networking, data transport and power-efficient solutions for smart utilities, logistics, agriculture and enterprise applications worldwide.
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