Overview

???? Hiring: Support Engineering Lead – Coates Group

???? Job Details

• ???? Location: Global (Flexible Work Options)
• ???? Job Type: Permanent | Full-Time

???? About Coates Group

For almost 60 years, Coates Group has been creating dynamic, smart, and engaging customer experiences powered by cutting-edge digital hardware, proprietary content management systems, and industry-leading signage solutions.

???? Operating in 50+ global markets with 9 offices worldwide, our global headquarters is proudly based in Sydney, Australia.

✨ If you’ve ordered in-store or in the drive-thru at McDonald’s in recent years, chances are you’ve interacted with our digital solutions!

???? Awards & Achievements:

• 2x Australia Good Design Award Winner
• Successfully completed the largest hardware deployment in Quick Service Restaurant history

???? Our Core Values:

• Creating Connections. Empowering Partnerships. Always Changing.
• We are curious, creative, diverse, and passionate about transforming the way the world’s leading brands use technology to enhance customer experiences.

???? About the Role: Support Engineering Lead

As a Support Engineering Lead within the Coates Support Team, you will:

• Lead and mentor a team of L2 and L3 Support Engineers.
• Manage escalations and problem resolutions for complex technical issues.
• Drive operational efficiency, training, and knowledge management.
• Collaborate with global teams, product management, and engineering to enhance Coates’ solutions.

???? Key Responsibilities

✔ Leadership & Team Management

• Oversee and support Level 2 & Level 3 Support Engineers.
• Ensure alignment with Coates’ strategic goals and maintain high-performance standards.

✔ Advanced Technical Support & Escalation Management

• Serve as the primary escalation point for complex issues.
• Work closely with global support peers & market teams to manage on-call coverage.

✔ Operational Excellence & Continuous Improvement

• Identify and lead service delivery & efficiency enhancement initiatives.
• Maintain documentation and knowledge bases for training & self-learning.

✔ Stakeholder Collaboration & Reporting

• Prepare reports on support activities for senior management.
• Advocate for product modifications and enhancements with software engineering & customer success teams.

???? Required Qualifications & Skills

✅ Must-Have:

• Degree in Business Engineering, Computer Science, or a related technical field.
• 3+ years of experience in a technical support leadership role.
• Proven expertise in Linux, SQL, and support tools like Salesforce & Zendesk.
• Experience in drafting & managing knowledge content for support workstreams.

✅ Nice-to-Have:

• Strong problem-solving skills and a customer-first mindset.
• Ability to work independently & lead a team effectively.

???? Why Join Coates?

???? Join an Award-Winning Team – Work with industry leaders who have set records in digital innovation.
???? Be Part of a People-First Culture – Led by a CEO passionate about people & career growth.
???? Flexible Work Options – Our "Thrive Program" supports work-life balance with:

• Virtual yoga & meditation sessions
• Global Wellness Paid Day Off to recharge
• "Give Back Day" to contribute to community impact
  ???? Career Growth & Learning Opportunities – Fast-track your career in a global tech company.

???? At Coates, we believe in pushing boundaries while staying real, authentic, and innovative.

???? Ready to create immersive brand experiences?

???? Apply Now and join a Crew that Cares!

???? Coates Group is an Equal Opportunity Employer. We celebrate diversity, inclusion, and individuality, ensuring employment decisions are based on experience, skill, and integrity