We're seeking a Support Engineer to join a well-established enterprise software business with a global customer base, building out a 24x7 follow-the-sun support function for a suite of cloud-hosted enterprise products. This role sits at the intersection of cloud engineering, deep troubleshooting, and direct customer engagement — and suits an AWS practitioner who can solve hard problems from first principles, write code when it’s needed, and talk to customers.
In this role, you’ll join a team of around nine engineers supporting mission-critical platforms used by mining sites that run around the clock. You’ll own complex incidents end-to-end, work alongside a 200+ developer base in Brisbane, and help shape how support is delivered as the business continues its shift from desktop to SaaS.
Your day-to-day will include:
* Owning the technical resolution of high-priority AWS and on-premise incidents end-to-end
* Troubleshooting from first principles — logs, metrics, traces, and system behaviour, not surface-level fixes
* Navigating AWS at depth (EC2, RDS, Lambda, networking, storage) — well beyond start/stop and clicking buttons
* Reading and writing code (PowerShell, Python, Bash) to automate operational tasks and solve recurring problems
* Contributing to Infrastructure as Code, including making minor changes directly rather than punting them to the project team
* Working closely with developers on new releases, regressions, and product issues
* Troubleshooting Windows Server / IIS environments where the issue isn’t AWS or the application
* Acting as the front line for customers — clear communication, empathy, and ownership during incidents
* Capturing root causes, runbooks, and post-incident learnings to lift the whole team
About You
You’re an experienced AWS practitioner with a builder mindset. You’re comfortable writing code to solve problems — not at developer depth, but enough to work alongside devs, write a Lambda, or debug a PowerShell script. You can hold your own on a customer call and explain technical issues clearly under pressure.
Ideally, you’ll bring
* 2–3+ years’ hands‑on experience managing and supporting AWS environments
* Strong AWS engineering foundation — Infrastructure as Code, service‑level fluency, real troubleshooting (not GUI‑driven)
* Genuine coding ability — PowerShell, Python, Bash or similar; able to read, write, and debug
* Windows Server troubleshooting experience (Linux troubleshooting is a fair substitute)
* Strong customer service instincts — empathetic, articulate, professional on the phone
* Spanish or Portuguese language skills (this is a real requirement, not a nice‑to‑have, given the customer base)
* Comfort working in an agile environment alongside a large global development team
This is a hybrid role — 3 days a week in the Wood Lane office in London. You’ll report to a Team Leader based in Brisbane and work as part of a globally distributed support team. The engineering culture is "you build it, you run it" — ownership without blame, room to try things and fail, and a deliberately flat approach to expertise.
If you’re seeking a role where you can do real engineering work inside a support function — owning problems, writing code, and working directly with customers — this position offers both technical depth and customer-facing visibility.
If you are seeking your next position and would like to discuss this opportunity in further and expanded detail, please reach out directly to Dan Nyhuis at daniel.nyhuis@troocoo.com
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