Platform Support Engineer – Australian Capital Cities

This is a fully remote position, open to applicants in Australia.

📋 Description

• Monitor and observe platform health on a daily basis using Datadog, reviewing alerts, SLO burn rates, and system metrics at the beginning of each shift;

• Enhance SLO coverage and reporting, ensuring visibility into SLO status and proactively addressing violations;

• Adjust monitors and alert thresholds to optimize signal clarity while reducing noise, and document all findings and modifications;

• Detect and rectify observability gaps, instrumented failure modes, missing dashboards, and blind spots revealed through incidents and customer experience feedback;

• Create and maintain runbooks for failure modes and support workflows that arise during AUS hours;

• Conduct access management and onboarding/offboarding tasks across Cloudflare, Datadog, and Mailgun;

• Engage in the Platform team's tier-2 on-call rotation during AUS working hours, performing initial triage and initiating the appropriate escalation when necessary;

• Hold weekly syncs with the AUS Customer Experience team to identify observability gaps, runbook deficiencies, and provide advance notice of upcoming customer activities;

• Perform other duties as assigned.

⛳️ Requirements

• Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or equivalent practical experience;

• Over 3 years of proven experience in Site Reliability Engineering, Platform Support, DevOps, or a role focused on observability within a SaaS environment;

• Practical experience with Datadog or similar observability platforms, including monitors, dashboards, logs, APM, and SLOs;

• Ability to recognize patterns in platform behavior and convert insights into actionable monitoring, documentation, and system enhancements;

• Demonstrated ability to exercise sound judgment in issue triage, differentiate between signal and noise, escalate when necessary, and communicate effectively under pressure;

• Knowledge of industry regulations and relevant operational guidelines; experience with Cloudflare, Mailgun, and/or similar operational tools is preferred;

• Familiarity with Azure infrastructure and fundamentals of cloud networking;

• Experience in a GitOps infrastructure-as-code environment;

• Prior experience with incident management frameworks and post-incident practices.

🏝️ Benefits

• Fully remote work environment;

• Company-provided computer equipment;

• Company contribution towards phone and internet expenses;

• 12% superannuation.