Support Engineer

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