Support Engineering Lead

Be Part of Our Next Chapter For over almost 60 years, our solutions have enabled impactful connections between some of the world s leading brands and their customers. And while we ve already done a lot of work we re proud of, we re just getting started! We re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you ve ordered in-store or in the drive-thru at McDonald s somewhere in the world in the last few years, chances are you ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia. Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose - Creating Connections. Empowering Partnerships. Always Evolving . Through hard work, dedication and creativity, we ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history. We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world s leading brands leverage technology to drive the best customer experiences. Role Responsibilities Leadership and Guidance: Oversee and support a team of Level 2 and Level 3 Support Engineers, ensuring alignment with Coates strategic goals and high-performance standards. Advanced Technical Support: Act as the primary escalation point for complex support issues and maintain expert-level knowledge of Coates Group products. Operational Excellence: Identify and lead initiatives to improve service delivery and efficiency, collaborating with the Support Engineering Manager to refine support processes. Knowledge Management and Training: Develop and maintain documentation and knowledge bases and conduct training sessions to ensure team skills are up-to-date. Stakeholder Management: Communicate regularly with product management, software engineering, and customer success teams to advocate for product adjustments and enhancements and prepare reports on support activities for senior management and other stakeholders. Escalation Management: Working with global support peers and market teams, manage escalations and on-call coverage windows directly and via the team. Role Requirements Degree in Business Engineering, Computer Science, or a related technical field. At least 3 years of experience in a technical support lead role, with a proven track record in team management and technical problem solving. Strong technical acumen with hands-on experience in Linux, SQL, and familiarity with support tools like Salesforce and Zendesk. Experience drafting and managing knowledge content for use in support workstreams About Coates We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history. We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history. We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent. Together, we are creators, allowing us to make our purpose a reality - to create immersive brand experiences for everyone. Join a Crew that Cares Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives). The benefits include an annual market competitive bonus program and our Thrive Program which includes a suite of flexible work options because we re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a Give Back Day to allow our Crew an opportunity to make an impact in the community. Be inspired To Be More We skip the red tape and aim to always stay nimble. We re proud of where we ve been and are energized by where we re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we ve accomplished, but know the best is yet to come. Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).