The Opportunity Neilson Financial Services is seeking a high-calibre Technical Support Engineer to join our Technology Services team in Sydney. This role is for a proven problem‑solver and doer—someone who can operate independently, take ownership of issues end‑to‑end, and deliver great outcomes for customers without hand‑holding. You will be a key part of our Support Desk function, supporting business‑critical InsurTech applications and Microsoft‑based workplace systems that our teams rely on every day. This is a highly customer‑facing role that blends strong technical troubleshooting with excellent communication, judgement, and follow‑through. At Neilson, everyone is empowered to be a builder and an engineer—including support engineers. You’ll be encouraged to improve systems, automate where it makes sense, and help shape better ways of working as we continue our cloud‑first, Microsoft‑centric transformation. The Role As a Technical Support Engineer, you will own the full lifecycle of support for internal applications and services—from first contact through resolution and prevention. You’ll work closely with colleagues across Sydney and globally, providing calm, confident support while also partnering with engineering and infrastructure teams to diagnose issues properly and reduce repeat incidents. Success in this role means trust from the business, faster resolution times, and systems that get more stable over time because of your input. This role suits someone who has “seen most things before,” knows where to start when something breaks, and takes pride in delivering a great customer experience. What You’ll Do Own support tickets end‑to‑end (incidents, requests, problems, changes), from triage through resolution, with clear communication and accountability Deliver excellent, customer‑focused support to colleagues across the Sydney office and beyond Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and collaboration tooling Troubleshoot issues across internal applications, integrations, and cloud services, escalating with clear context when deeper fixes are required Support user onboarding and offboarding, access requests, group membership, and permissions using Entra ID / Azure AD and related tools Monitor service and application health, respond to alerts, and follow or improve runbooks Perform structured investigation of issues using logs, dashboards, and available diagnostics Participate in root‑cause analysis and problem management, contributing ideas that prevent recurrence Maintain and improve documentation, knowledge articles, and support procedures Partner with Infrastructure on device setup, endpoint support, and environment hygiene when required Safeguard sensitive data and systems by enforcing least‑privilege access, auditability, and strong PII handling practices What We’re Looking For Proven experience in Technical Support, Application Support, or IT Service Operations within a professional or enterprise environment A strong customer‑first mindset—you communicate clearly, listen well, and build trust with both technical and non‑technical colleagues Demonstrated ability to work independently, take ownership, and drive issues to resolution without constant guidance Strong experience in a Microsoft‑first environment, including Microsoft 365 and Windows‑based endpoints Solid understanding of identity and access management concepts (users, groups, permissions, access controls) Experience working with ITSM tools such as Zendesk, ServiceNow, or Jira Service Management Comfort working alongside engineers and platform teams, providing clear problem statements and validating fixes Ability to use monitoring tools, logs, and dashboards to assist with investigation and escalation Basic scripting or automation experience (e.g. PowerShell, Python) to improve efficiency and reduce manual work A mindset of continuous improvement—you look for better, simpler, more reliable ways to support the business Nice to Have Exposure to financial services, insurance, or other regulated environments Familiarity with Azure or cloud‑hosted applications Interest in automation, AI‑assisted support workflows, or self‑service tooling Growth & Culture At Neilson, support engineers are not just ticket‑handlers—they are trusted operators and change agents. You’ll be encouraged to contribute ideas, improve processes, and help raise the bar for how support is delivered. Over time, this role can grow in multiple directions depending on your interests, including deeper application support, technical leadership, automation, cloud operations, or security‑focused paths. Logistics & Success Measures Participation in an on‑call rotation as required Success measured by customer satisfaction, ownership of issues, reduced repeat incidents, improved response times, and high‑quality documentation If you take pride in solving problems, supporting people well, and making systems better than you found them, we'd love to hear from you. About Neilson At Neilson, our mission is to make life insurance simple, secure, and globally accessible. Since 2012, we’ve grown from a UK‑based startup into a multinational digital insurance leader operating across the UK, USA, Canada, Ireland, and Australia, with over 1,000 employees worldwide. We Offer Neilson provides a competitive total compensation package, extensive learning opportunities, and a supportive environment where you can grow your career. Compensation is based on experience and skills. Benefits include: Comprehensive health and dental coverage RRSP matching to help support your financial future Generous paid time off to recharge and reset Compensation Disclosure Expected compensation range $61,000 CAD to $85,000 CAD. Vacancy Status This posting is for an existing vacancy on the Technology Services Team. AI Disclosure We use AI to assist with parts of our screening process and for interview note taking. All hiring decisions are made by humans. Accessibility for Job Applicants We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation. Equal Opportunity Employer Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture. #J-18808-Ljbffr
The Opportunity Neilson Financial Services is seeking an experienced, people-focused Manager, Software Engineering (Support Services) to lead our global Support Services organisation. This role is responsible for the strategy, delivery, and continuous improvement of end-user support across the company, including Helpdesk Operations, Endpoint Support, Endpoint Security, Device Management, Incident Management, Patch Management, Vendor Management, Knowledge Management, and Support Automation. You will directly manage regional Support Services teams in Canada, the UK, and Australia, while providing functional leadership and oversight to additional support contributors across the US, Ireland, and Vietnam. You’ll ensure consistent service delivery, secure and compliant endpoint configurations, and fast, high-quality support experiences for employees worldwide. This is a high-impact leadership role requiring operational excellence, technical depth, strong people leadership, and global collaboration, with a relentless focus on customer experience and reliability at scale. The Role As Manager, Software Engineering (Support Services), you will set the vision and operating model for Neilson’s global support function. You’ll balance hands‑on technical understanding with people leadership—ensuring teams are well‑trained, empowered, and aligned around shared standards, tools, and outcomes. This role sits at the intersection of engineering, security, IT operations, and employee experience, and plays a critical role in enabling productivity, protecting the company’s security posture, and supporting Neilson’s continued global growth. Key Responsibilities Lead global support operations across Canada, UK, Australia, US, Ireland, and Vietnam Manage multi‑shift support coverage and follow‑the‑sun models as required Define, monitor, and continuously improve SLAs, KPIs, and performance scorecards Oversee ticket triage, prioritisation, quality of resolution, and customer satisfaction globally Act as the final escalation point for complex technical or operational issues Foster a strong customer‑service culture with high operational discipline Endpoint, Device & Security Management Own the full lifecycle of Windows, macOS, and mobile devices Lead enterprise device management using Intune, Autopilot, and JAMF Ensure consistent baselines for patching, configuration, compliance, and endpoint security Oversee EDR, anti‑malware, encryption, and secure policy enforcement Drive automation for provisioning, deployment, monitoring, and remediation Maintain hardened endpoint standards aligned with SOC 2 and ISO 27001 controls Incident, Problem & Change Management Own global incident response from detection through resolution and recovery Lead structured root cause analysis and ensure corrective actions are implemented Partner with Security, Engineering, and Product to reduce operational and security risk Coordinate change readiness, communications, and release impact management Knowledge, Documentation & Support Automation Establish and maintain standards for support documentation, runbooks, and workflows Lead continuous improvement of knowledge bases and internal wikis Drive adoption of support automation, self‑service tooling, and support bots to reduce ticket volume Implement repeatable processes that ensure consistency across regions Vendor, Procurement & Asset Management Manage vendor contracts, renewals, SLAs, and performance reviews Oversee device procurement, inventory planning, lifecycle management, and secure deprovisioning Optimise vendor cost, quality, and service alignment Own invoice tracking and reconciliation related to support tooling and hardware Data, Reporting & Analytics Strengthen the support organisation’s observability and reporting posture Own dashboards, operational analytics, and performance reporting to leadership Use data analysis (e.g. SQL‑based reporting, SSRS, observability tooling) to identify trends and improvement opportunities Provide data‑driven recommendations to improve service quality and reduce recurring issues Cross‑Functional Collaboration Partner with Engineering, Product, Security, and Business Operations to improve end‑user experience Provide project management and coordination support for rollout of new tools, applications, and systems Collaborate with HR, Finance, and People & Culture on onboarding and workforce enablement Team Leadership & Development Lead and mentor regional Support Services teams across Canada, UK, and Australia Provide coaching, regular 1:1s, feedback, and career development support Build training programs and clear growth pathways for support engineers Promote a culture of ownership, empowerment, and continuous improvement Operational Excellence & Process Improvement Oversee queue health, backlog management, capacity planning, and workload balancing Continuously improve ticket workflows, escalation paths, and communication practices Maintain up‑to‑date runbooks, operational documentation, and service workflows Foster strong feedback loops with engineering and builder teams Onboarding & Offboarding Ensure timely provisioning of hardware, applications, identity access, and support materials Oversee secure offboarding, including device return, access removal, and data protection Improve automation and HRIS integration designs to maintain a reliable source of truth Deliver white‑glove onboarding for executives and high‑impact roles What We’re Looking For Demonstrated leadership experience in IT Support, Digital Workplace, Endpoint Engineering, or Helpdesk operations Proven ability to lead global or distributed technical teams Deep hands‑on knowledge of Intune, Autopilot, JAMF, MDM, and endpoint security tooling Strong operational understanding of Windows, macOS, and mobile ecosystems Experience using data and reporting to drive service improvements Strong understanding of Azure environments, cloud networking, and enterprise infrastructure Excellent people leadership, coaching, and stakeholder management skills Strong troubleshooting instincts across desktop, server, and network environments Clear, confident communication with the ability to engage executive stakeholders Preferred Qualifications ITIL, HDI, or similar certifications Experience in enterprise‑scale or regulated environments Familiarity with light automation or engineering collaboration (e.g. Python, C#) Background in SaaS, financial services, or multi‑region support organisations Experience designing knowledge base architectures and self‑service strategies Working knowledge of SOC 2, ISO 27001, or similar compliance frameworks Why This Role Matters As the leader of global Support Services and Endpoint Engineering, you ensure every employee—across engineering, operations, sales, and leadership—has the tools, devices, and secure environments they need to succeed. Your leadership directly impacts employee productivity, customer experience, security posture, and operational resilience. You’ll play a central role in building a world‑class Support Services organisation that scales with Neilson’s global footprint and growth ambitions. If you’re passionate about leading global teams, improving end‑user experience, and building scalable, secure support organizations, we’d love to hear from you. About Neilson At Neilson, our mission is to make life insurance simple, secure, and globally accessible. Since 2012, we’ve grown from a UK‑based startup into a multinational digital insurance leader operating across the UK, USA, Canada, Ireland, and Australia, with over 1,000 employees worldwide. We Offer Neilson provides a competitive total compensation package, extensive learning opportunities, and a supportive environment where you can grow your career. Compensation is based on experience and skills. Benefits include: Comprehensive health and dental coverage RRSP matching to help support your financial future Generous paid time off to recharge and reset Compensation Disclosure Expected compensation range $110,000 CAD to $130,000 CAD. Vacancy Status This posting is for an existing vacancy on the Technology Services Team. AI Disclosure We use AI to assist with parts of our screening process and for interview note taking. All hiring decisions are made by humans. Accessibility for Job Applicants We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation. Equal Opportunity Employer Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture. #J-18808-Ljbffr
