Junior Product Support
RAPTORTECH PTY LTD
RaptorTech delivers advanced fleet management, collision avoidance, and machine guidance systems. We design and implement our own networking infrastructure, delivering a comprehensive, turnkey service for our clients. As a fast-growing technology company, RaptorTech is making innovative solutions accessible across the wider mining community, supporting safer, more efficient operations.
RaptorTech is seeking highly capable Junior Product Support to take central ownership of our client technical support function across our advanced mining technology portfolio.
This is not a generic service desk role. It is a hands-on, technically demanding position where you will act as the first line of defense for real-world, site-deployed systems, resolving issues, protecting engineering capacity, and delivering consistent, high-quality client experience.
If you thrive on diagnosing complex problems, enjoy working across hardware and software, and take pride in owning issues through to resolution, this role is for you.
ABOUT THE ROLE
As our Junior Product Support, you will:
Act as the single point of contact for all Level 1 and Level 2 client support requests
Own the service desk end-to-end, from intake to resolution
Diagnose and resolve the majority of technical issues without engineering intervention
Escalate Level 3 issues with clarity, structure, and strong technical evidence
Maintain momentum on all open issues and ensure clear client communication
You will work across our product portfolio including:
Machine control systems
Collision avoidance systems
Fleet management systems
Onsite communications (LTE, Wi-Fi, radios)
Networking (routing, switching, connectivity)
Survey systems that underpin deployed site solutions
This role bridges field systems, networking, hardware, and software, requiring strong diagnostic capability and structured troubleshooting.
KEY RESPONSIBILITIES
Service Desk Ownership
Logging, triaging, prioritising and progressing all support tickets
Maintaining clear accountability and ownership
Ensuring accurate visibility of workload and recurring trends
Technical Resolution
Structured troubleshooting and root cause analysis
Resolving Level 1 and Level 2 issues directly
Reducing unnecessary reactive load on Engineering and Field Services
Client Experience
Clear expectation setting and proactive communication
Professional ownership from intake to confirmed resolution
Maintaining trust during high-impact site issues
Continuous Improvement
Identifying recurring system faults and process gaps
Improving escalation quality and documentation
Contributing feedback to product and engineering teams
Ad hoc travel to site when required
SKILLS & EXPERIENCE
You are technically capable, structured, and calm under pressure. You enjoy problem solving and take pride in finishing what you start.
You will bring:
Experience in technical support, service desk, or product support roles
Strong diagnostic capability across hardware and software
Confidence working with networking fundamentals (routing, switching, connectivity)
Ability to interpret logs, system behaviour, and field symptoms
Clear communication skills with both technical and non-technical stakeholders
Experience in mining, construction, industrial or infrastructure environments (highly regarded)
DESIRABLE
Mining technology systems
Site communications networks
Field-deployed industrial hardware
Survey or positioning systems
WHY JOIN RAPTORTECH?
Work with cutting-edge mining technology
Be trusted with real ownership and accountability
Play a critical role protecting engineering capacity
Join a growing, technically driven team
Competitive remuneration aligned to capability
If you are looking for a role where your technical judgement matters, your ownership is valued, and your work directly impacts client outcomes we would love to hear from you.