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.