Tech Lead

Lead the Technology Behind Every Connection.

Setting stronger networks in motion-one solution at a time. Enjoy a meaningful career in telecommunications while enjoying real work-life balance. This role empowers you to grow your technical expertise, make an impact, and expand your global career-without giving up your personal time. Enjoy a supportive environment where your hours after work remain yours, so you can focus on what matters most.

Job Description

As a Tech Lead, you will serve as the main technical expert guiding troubleshooting processes, maintaining technical documentation, and supporting staff in resolving complex NBN, mobile, TV, and voice service issues. You will manage knowledge bases, lead process improvement, and uphold high technical standards across all support functions.

Job Overview

Employment type: Full-time

Shift: Day shift

Work setup: Onsite, Ortigas

Exciting Perks Await

• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• HMO coverage with free dependent upon regularization
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• 5+ years of experience in NBN technical support, networking, or telecommunications leadership, preferably within an ISP/Telco environment
• Deep expertise in the Australian NBN network, covering major connection types, fault diagnosis, and RSP processes
• Strong knowledge of broadband modems/routers (Wi-Fi standards, configuration), VoIP/SIP protocols, and mobile networking
• Excellent written and verbal communication skills with the ability to translate technical concepts clearly
• Must be based in the Philippines or have strong experience managing technical teams in the PH BPO/Telco sector

Your Daily Tasks

• Maintain and continuously update NBN troubleshooting guides for all connection types (FTTP, FTTN, HFC, etc.), including details on Network Termination Devices (NTDs) and NBN Connection Devices (NCDs).
• Serve as the technical escalation point and knowledge custodian for mobile support, TV service issues, and NBN phone (VOIP) support.
• Manage and maintain hardware documentation, including modem manuals, emulators, configuration guides, and troubleshooting steps for brands such as D-Link, TP-Link, Netcomm, and EERO.
• Uphold knowledge of CPE security standards and best practices for network configuration.
• Own and oversee all content in the Technical Support Center and Troubleshooting Guides, ensuring accuracy, clarity, and accessibility.
• Define, document, and enforce standard operating procedures (SOPs) for the technical support team, including ticket creation, fault logging, escalation paths, and critical incident management.
• Oversee case management actions and protocols for Level 1 and Level 2 staff, especially for complex or long-running faults, and identify recurring network issues for proactive engineering collaboration.
• Ensure staff have access to updated general and miscellaneous servicing information, including broad NBN guidelines.
• Act as the primary technical mentor to support teams, providing hands-on guidance with complex NBN connection issues and fostering a culture of ownership, proactive problem-solving, and continuous learning.
• Monitor support interactions, identify knowledge gaps, and implement targeted technical training programs.
• Ensure strict adherence to troubleshooting guides, technical procedures, security policies, compliance requirements, and operational standards across all technical staff.

About the Client

Powering Connectivity Through Reliable Telecommunications Solutions

Our client is a fast-growing telecommunications provider committed to delivering dependable NBN, mobile, TV, and voice services across Australia. Known for their customer-first philosophy and streamlined digital experience, they focus on simplifying tech support while continuously improving network performance. Their mission is to make connectivity effortless, efficient, and accessible for households and businesses alike.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra