Support Engineer

Job description

**The Role:** This is an opportunity for a Support Engineer with 3–5 years’ experience to join Propellerhead and play a key role in operating and improving our production systems. You may have experience in a dedicated support or SRE-adjacent role, or in a software engineering role that required strong operational responsibility, technical troubleshooting, and regular client engagement. As a Propellerhead Support Engineer, you will work with our System Reliability Engineers, QualOps Specialists and TechOps Specialists to provide business hours support to our clients. You will own incidents from triage through to resolution, contribute to DevOps activities, and help improve the reliability, observability, and resilience of our systems over time. Propellerhead operates a hybrid working model (work from our office and from your own home). While you must be based in Auckland for this role, we warmly welcome applications from across New Zealand and internationally who are planning to relocate to Auckland. This particular role requires regular in-person office attendance on nominated days. If you are ready to work on real problems with real impact, and help lay the groundwork for what comes next - we would like to hear from you. ### Role Responsibilities Include: - Triaging support issues in real-time, while verifying the symptoms, impact and responsibility for further investigation - Investigating the root cause of incidents and resolving them - Monitoring incident progress, and communicating status updates to clients - Implementing proactive changes and contributing to continuous improvement - Participating in technical reviews and presenting your ideas to the team - Completing incident reports, including recommendations for ongoing incident mitigation - Implementing solutions/resolutions in partnership with core development teams - Documenting system architecture and configuration/deployment processes ### Experience Required: - Technical education, such as a Software Engineering or Computer Science degree - **3 - 5 years experience in a similar Support Engineer position** or a position requiring technical knowledge and client engagement - Technical experience/familiarity with **Azure and Linux** - Experience with network configuration and analysis on Azure - Fantastic written and verbal English communication skills - A natural affinity for problem solving - Some experience using AI tools to assist with code and/or document analysis and authoring documents. - Confidence to interact and work with a diverse range of people, including clients - A strong desire to learn and upskill