Job Description
Base pay range
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A$180,******/yr - A$183,******/yr
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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.
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What you'll actually do (aka your daily quests)
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Incident owner & escalation lead — run production incidents from first alert to resolution and post‐incident learning
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Deep technical investigations — logs, traces, metrics, and data... then turn that into clear root cause + actions
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Make the platform easier to operate — upgrade
monitoring/alerting
so signal beats noise
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Build the playbooks — runbooks, troubleshooting guides, service maps, escalation routes
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Bridge Support and Engineering — translate customer symptoms into engineering tasks that actually get solved
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Drive permanent fixes — partner with engineers to reduce repeat incidents and operational drag
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Help shape global support rhythm — build toward scalable coverage as international usage ramps
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Who this is for
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You're a self‐starter who can operate in ambiguity and still create structure.
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You're calm under pressure and sharp with prioritisation.
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You've got 6+ years in senior production‐facing work, think Level 3 support / production support / platform ops / production engineering.
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You've worked deeply with AWS, ideally serverless (Lambda, DynamoDB, API Gateway, CloudWatch, S3, Redis/ValKey, OpenSearch).
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You can troubleshoot across mobile ecosystems enough to connect dots (iOS/Android → backend → "why only this cohort?").
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You can communicate clearly during incidents, with crisp updates and clean outcomes.
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Super cool to have (not required, but we'll grin)
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Experience in compliance‐aware environments
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Why it's worth your time
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High impact, you'll shape the operating model
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Real technical depth (not "support theatre")
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Runway into reliability/SRE‐style work over time
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Stock options, because building stability should come with upside
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Apply now – This is a rare role.
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Seniority level
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Mid‐Senior level
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Employment type
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Full‐time
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Job function
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Information Technology
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Industries
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Technology, Information and Mediap>
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Location: Sydney, Current South Wales, Australia
#J-*****-Ljbffr

📌 Lead Platform Support Engineer (Production Support) -- Up To $180K + Super + Stock Options (New South Wales)
🏢 Big Wave Digital
📍 New South Wales