Technical Support Engineer at Athena

📍 Job Overview

Job Title: Technical Support Engineer
Company: Athena
Location: Sydney, New South Wales, Australia
Job Type: Hybrid (3 days on-site)
Category: Technical Support
Date Posted: June 25, 2025
Experience Level: 2-5 years
Remote Status: On-site/Hybrid

🚀 Role Summary

Drive self-service, automation, and strategic solutions in Athena's fast-paced fintech environment
Deliver exceptional customer support for Athena's workplace technology, ensuring a delightful experience for staff
Become a subject matter expert (SME) in collaborative technologies and share knowledge through engaging education sessions
Empowered to improve Athena's end-user experience and identify support areas for improvement

📝 Enhancement Note: This role is perfect for tech enthusiasts with a customer-first mindset, seeking to make a significant impact in a dynamic, growth-oriented fintech company.

💻 Primary Responsibilities

Collaborate with Technology and Business teams to co-create the best working environment
Own support requests and incidents, ensuring timely resolution and customer satisfaction
Design and implement strategic solutions that drive self-service and automation
Experiment with the latest Apple hardware and collaboration tools to enhance staff productivity
Become an SME in collaborative technologies and share knowledge through engaging education sessions
Continuously improve Athena's end-user experience by identifying support areas for enhancement

📝 Enhancement Note: This role requires a proactive approach to problem-solving, strong communication skills, and a passion for staying up-to-date with the latest technologies.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, IT, or a related field (or equivalent experience)

Experience: 2-5 years of work experience in fast-paced, customer-facing technology support roles

Required Skills:

Proven experience in a technology support role, focusing on delivering great technology outcomes
Strong proficiency in the Apple ecosystem (Mac OS and iOS Devices)
Experience with Okta, Office 365, and Atlassian tools (Jira, Confluence)
Familiarity with device management services such as Jamf, Kandji, or similar
Excellent communication, analytical, and troubleshooting skills
Ability to work independently and in a team environment

Preferred Skills:

Experience with security products such as Netskope and Crowdstrike
Familiarity with Agile methodologies and project management tools
Knowledge of scripting languages (e.g., Python, Bash) for automation tasks

📝 Enhancement Note: Candidates with experience in a similar role within a fast-paced, customer-first environment will be highly regarded.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:
- Demonstrate your ability to troubleshoot complex technical problems and implement effective solutions
- Showcase your experience with the Apple ecosystem, Okta, Office 365, and Atlassian tools
- Highlight any projects where you have driven self-service, automation, or strategic solutions
- Include examples of your communication skills, such as creating or maintaining system documentation and work instructions
Technical Documentation:
- Prepare clear and concise documentation outlining your approach to troubleshooting and problem-solving
- Include any relevant work instructions or guides that demonstrate your ability to communicate complex technical concepts effectively

💵 Compensation & Benefits

Salary Range: AU$80,000 - AU$100,000 per annum (based on experience and market research)

Benefits:

Inclusive, flexible, and casual working environment
Hybrid working with HQ anchor days in award-winning office space
Wellbeing program to support physical, mental, social, and financial health
Perks program with access to discounts on everyday expenses
Fantastic team culture with monthly events

Working Hours: 40 hours per week, with the option to work from home 2 days a week

📝 Enhancement Note: Athena offers a competitive salary and benefits package, reflecting the importance of this role in driving the company's success.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech, focusing on transforming home loan lending in Australia

Company Size: Medium (250-999 employees), with a dynamic and growth-oriented culture

Founded: 2019

Team Structure:

Collaborative and agile teams, working closely with both Technology and Business departments
Flat hierarchy, with an emphasis on empowerment and ownership
Strong focus on customer experience and continuous improvement

Development Methodology:

Agile methodologies, with a focus on delivering value and driving innovation
Regular sprint planning, code reviews, and quality assurance practices
Continuous integration and deployment pipelines, ensuring efficient and reliable software delivery

Company Website: Athena Home Loans

📝 Enhancement Note: Athena's culture values innovation, collaboration, and a customer-first mindset, making it an ideal environment for tech enthusiasts looking to make a significant impact.

📈 Career & Growth Analysis

Web Technology Career Level: Intermediate to Senior Technical Support Engineer, with opportunities for growth into technical leadership roles

Reporting Structure: Reports directly to the Head of Workplace Technology, with close collaboration with Technology and Business teams

Technical Impact: Responsible for driving self-service, automation, and strategic solutions that enhance Athena's end-user experience and improve overall productivity

Growth Opportunities:

Develop expertise in collaborative technologies and share knowledge through engaging education sessions
Drive continuous improvement in Athena's end-user experience, identifying and implementing support area enhancements
Contribute to strategic projects that align with company initiatives, demonstrating strong problem-solving and communication skills

📝 Enhancement Note: Athena offers significant growth opportunities for tech enthusiasts looking to develop their skills and make a meaningful impact in a dynamic fintech environment.

🌐 Work Environment

Office Type: Modern, collaborative workspace designed to foster innovation and productivity

Office Location(s): Sydney CBD, with the option to work remotely 2 days a week

Workspace Context:

State-of-the-art Apple hardware and collaboration tools, including Miro, Slack, Microsoft 365, Atlassian products, and Zoom
Open-plan workspaces that encourage cross-functional collaboration and teamwork
Access to wellness facilities, such as a gym and wellness room, to support physical and mental health

Work Schedule: 40 hours per week, with the option to work from home 2 days a week (with 3 days on-site)

📝 Enhancement Note: Athena's work environment is designed to support a healthy work-life balance, with a focus on employee well-being and productivity.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screen with the Hiring Manager to discuss your experience and fit for the role
Technical assessment, focusing on your ability to troubleshoot complex technical problems and implement effective solutions
On-site or video interview with the Technology and Business teams, assessing your communication skills and cultural fit
Final interview with the Head of Workplace Technology, discussing your long-term career goals and fit within Athena's organizational structure

Portfolio Review Tips:

Highlight your experience with the Apple ecosystem, Okta, Office 365, and Atlassian tools
Include examples of your ability to drive self-service, automation, and strategic solutions
Showcase your communication skills through clear and concise documentation and work instructions

Technical Challenge Preparation:

Brush up on your troubleshooting skills, focusing on complex technical problems and effective solutions
Familiarize yourself with the Apple ecosystem, Okta, Office 365, and Atlassian tools
Prepare for questions about your approach to driving self-service, automation, and strategic solutions

ATS Keywords: Technical Support, Customer Service, Apple Ecosystem, Okta, Office 365, Atlassian Tools, Troubleshooting, Communication, Documentation, Problem Solving, Collaboration, Education, Automation, Self-Service, Device Management, Security Products

📝 Enhancement Note: Athena's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit within the organization.

🛠 Technology Stack & Web Infrastructure

Collaboration Tools:

Miro: Visual collaboration platform for brainstorming, planning, and organizing ideas
Slack: Team communication and collaboration platform
Microsoft 365: Productivity suite for document creation, editing, and sharing
Atlassian Products (Jira, Confluence): Project management and collaboration tools for agile teams
Zoom: Video conferencing and webinar platform for remote collaboration

Device Management:

Jamf: Apple device management platform for managing and securing Mac and iOS devices in the enterprise
Kandji: Modern Mac management platform for IT teams to secure, automate, and streamline Mac management

Security Products:

Netskope: Cloud access security broker (CASB) for securing cloud usage in the enterprise
Crowdstrike: Next-generation endpoint protection platform for preventing and responding to cyber threats

📝 Enhancement Note: Athena's technology stack is designed to support a collaborative, agile, and secure work environment, enabling employees to work efficiently and effectively.

👥 Team Culture & Values

Web Development Values:

Customer-first mindset, focusing on delivering exceptional customer support and experiences
Continuous improvement, driving self-service, automation, and strategic solutions
Collaboration and teamwork, working closely with Technology and Business teams to enhance the working environment
Empowerment and ownership, encouraging employees to take initiative and make a meaningful impact

Collaboration Style:

Cross-functional integration between Technology, Business, and other departments
Code review culture, ensuring high-quality and efficient problem-solving
Knowledge sharing, technical mentoring, and continuous learning to drive personal and team growth

📝 Enhancement Note: Athena's culture values collaboration, innovation, and a customer-first mindset, fostering an environment where employees can thrive and make a significant impact.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex technical problems and implementing effective solutions in a fast-paced fintech environment
Driving self-service, automation, and strategic solutions that enhance Athena's end-user experience and improve overall productivity
Staying up-to-date with the latest technologies and trends in collaborative tools and device management

Learning & Development Opportunities:

Develop expertise in collaborative technologies and share knowledge through engaging education sessions
Contribute to strategic projects that align with company initiatives, demonstrating strong problem-solving and communication skills
Participate in professional development opportunities, such as conferences, certifications, and community involvement

📝 Enhancement Note: Athena offers significant learning and development opportunities for tech enthusiasts looking to expand their skills and advance their careers in a dynamic fintech environment.

💡 Interview Preparation

Technical Questions:

Describe your approach to troubleshooting complex technical problems and implementing effective solutions
How have you driven self-service, automation, and strategic solutions in previous roles?
Can you walk us through a technical challenge you faced and how you resolved it?
How do you stay up-to-date with the latest technologies and trends in collaborative tools and device management?

Company & Culture Questions:

Why are you interested in joining Athena, and what attracts you to our company culture?
How do you see yourself contributing to Athena's mission and driving our success?
Can you describe a time when you had to collaborate with multiple teams to deliver a project or solve a problem? What was the outcome?

Portfolio Presentation Strategy:

Highlight your experience with the Apple ecosystem, Okta, Office 365, and Atlassian tools
Include examples of your ability to drive self-service, automation, and strategic solutions
Showcase your communication skills through clear and concise documentation and work instructions
Tailor your presentation to Athena's company culture and values, emphasizing your fit within the organization

📝 Enhancement Note: Athena's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit within the organization, ensuring you are well-prepared to make a strong impression.

📌 Application Steps

To apply for this Technical Support Engineer position at Athena:

Submit your application through the Athena careers page
Customize your resume, highlighting your experience with the Apple ecosystem, Okta, Office 365, and Atlassian tools, as well as your ability to drive self-service, automation, and strategic solutions
Prepare a portfolio showcasing your technical skills, communication abilities, and approach to troubleshooting complex technical problems
Research Athena's company culture, mission, and values, and be prepared to discuss your fit within the organization during the interview process

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with Athena before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Role-Specific Focus:

Emphasize the role's focus on driving self-service, automation, and strategic solutions in Athena's fast-paced fintech environment
Highlight the importance of customer support, communication skills, and problem-solving abilities
Tailor the job description to attract tech enthusiasts with a customer-first mindset and a passion for driving innovation

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information
Include Enhancement Notes only when making significant inferences about the role, company culture, or web technology industry standards
Maintain a balance between conciseness and comprehensiveness, prioritizing actionable information over descriptive text
Strategically distribute web technology and technical support keywords throughout all sections naturally

Industry Expertise:

Incorporate specific technologies, tools, and methodologies relevant to the Technical Support Engineer role
Address the role's focus on driving self-service, automation, and strategic solutions, as well as its impact on Athena's end-user experience
Provide tactical advice for portfolio development, live demonstrations, and project case studies tailored to the Technical Support Engineer role

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout the job description
Use web technology and technical support industry terminology appropriately and accurately
Include comprehensive benefits and growth opportunities relevant to Technical Support Engineers
Provide actionable insights that give candidates a competitive advantage in the application process

Technical Focus & Portfolio Emphasis:

Emphasize the role's focus on troubleshooting complex technical problems, driving self-service, and implementing strategic solutions
Include specific portfolio requirements tailored to the Technical Support Engineer role, such as examples of problem-solving, communication skills, and customer support experiences
Address the role's impact on Athena's end-user experience and the importance of continuous improvement

Avoid:

Generic business jargon not relevant to the Technical Support Engineer role
Placeholder text or incomplete sections in the job description
Repetitive content across different sections
Non-technical terminology unless relevant to the specific role or company context

Technical Support Engineer