Job Description
Base pay range
A$180,******/yr - A$183,******/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 clear root cause + actions
Make the platform easier to operate — upgrademonitoring/alertingso 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, 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