Base pay range

A$180,000.00/yr - A$183,000.00/yr

A fast‑scaling SaaS platform is looking for a senior operator who can bring calm to the chaos, own production incidents end‑to‑end, and build the support foundations properly as the platform grows internationally. Startup pace, real customers, real stakes.

What you’ll actually do (aka your daily quests)

- ? Incident owner & escalation lead — run production incidents from first alert to resolution and post‑incident learning
- Deep technical investigations — logs, traces, metrics, and data… then turn that into explicit root cause + actions
- ? Make the platform easier to operate — upgrade monitoring/alerting so signal beats noise
- ? Build the playbooks — runbooks, troubleshooting guides, service maps, escalation routes
- ? Bridge Support and Engineering — translate customer symptoms into engineering tasks that actually get solved
- ?️ Drive permanent fixes — partner with engineers to reduce repeat incidents and operational drag
- Help shape global support rhythm — build toward scalable coverage as international usage ramps

Who this is for

- You’re a self‑starter who can operate in ambiguity and still create structure.




- You’re calm under pressure and sharp with prioritisation.
- You’ve got 6+ years in senior production‑facing work, think Level 3 support / production support / platform ops / production engineering.
- You’ve worked deeply with AWS , ideally serverless (Lambda, DynamoDB, API Gateway, CloudWatch, S3, Redis/ValKey, OpenSearch).
- You can troubleshoot across mobile ecosystems enough to connect dots (iOS/Android → backend → “why only this cohort?”).
- You can communicate clearly during incidents, with crisp updates and clean outcomes.

Super cool to have (not required, but we’ll grin)

- ?️ Experience in compliance‑aware environments

Why it’s worth your time

- ️ High impact, you’ll shape the operating model
- ? Real technical depth (not “support theatre”)
- Runway into reliability/SRE‑style work over time
- Stock options, because building stability should come with upside

Apply now – This is a rare role.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Technology, Information and Mediap>

Location: Sydney, New South Wales, Australia

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📌 Lead Platform Support Engineer (Production Support) — up to $180k + super + stock options (City of Sydney)
🏢 Big Wave Digital
📍 City of Sydney