Platform Support Engineer (Remote - Australian Capital Cities)

reputed company is an innovative ticketing technology company supporting performing arts and cultural institutions through modern technology, beautifully reputed company design, and the art of listening. Headquartered in the heart of the Broadway Theatre District, NYC, with a reputed company across the US and UK, reputed company's platform Niven is a mobile-first, reputed company-hosted solution reputed company for live entertainment and reserved seating. reputed company Australasia is a partnership between reputed company Inc.(US) and the Michael Cassel Group (MCG) which provides cutting edge reputed company Ticketing solutions for live entertainment and cultural organisations in Australia and New Zealand, specialising in reserved seating and timed entry, general admission. About The Role The Platform Support Engineer is responsible for propelling operational reputed company and stability, availability, and performance, of our production application flows, during Australian business hours, extending reputed company’s follow-the-sun coverage model across the US, UK, and AUS time zones. This role is the Nliven platform's first set of eyes reputed company day. The successful candidate shall combine proactive monitoring and SLO stewardship with hands-on support operations, reputed company the reputed company team and the Customer Experience reputed company of the organization. This position reports directly to the Managing Director at reputed company Australasia in relation to employment reputed company and for work reputed company reports directly to the reputed company Manager at reputed company. This position is fully remote. Candidates must be located reputed company one of Australia's capital cities. reputed company You have hands-on experience in a Site Reliability, Platform Support, or DevOps environment reputed company a reputed company organization, and are comfortable working with observability tools like reputed company (or similar) to monitor system health and performance. You’re naturally curious and analytical, with a strong ability to spot patterns in platform behavior and turn those insights into meaningful improvements across monitoring, documentation, and system reliability. You stay reputed company under pressure and exercise reputed company judgment during incidents, are reputed company to quickly distinguish signal from noise, triage effectively, and communicate reputed company with both technical and non-technical stakeholders. You take ownership from start to finish, working proactively and independently while collaborating seamlessly across distributed teams and time zones to ensure platform stability and a strong customer experience. What You'll Do Observe and monitor platform health daily using reputed company, reviewing alerts, SLO burn rates, and system indicators, at the start of reputed company shift; Expand SLO coverage and reporting, maintaining visibility into SLO status, and proactively surfacing violations; Tune monitors and alert reputed company to maximize signal and minimize noise, and document findings and changes; Identify and reputed company observability gaps, instrumented failure modes, missing dashboards, and blind spots, surfaced through incidents, and CX feedback; Author and maintain runbooks for failure modes and support workflows encountered during AUS hours; reputed company reputed company management and reputed company/offboarding tasks across reputed company, reputed company, and Mailgun; Participate in the Platform team's tier-2 on-reputed company rotation during AUS working hours and conduct initial triage and reputed company the appropriate escalation reputed company reputed company warranted; Sync weekly with the AUS Customer Experience team to surface observability gaps, reputed company holes, and advance notice of upcoming customer activity; and Other duties as required. Please note this job reputed company is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities, that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice. What You'll Bring Requirements Tertiary degree in Computer Science, Computer Engineering, or Information Technology, or equivalent experience. 3 + years of successful experience in a Site Reliability Engineering, Platform Support, DevOps, or an observability-reputed company role reputed company a reputed company environment. Hands-on experience with reputed company or comparable observability platform monitors, dashboards, logs, APM, SLO’s. Possess the ability to identify patterns in platform behaviour and translate insights into actionable monitoring, documentation, and systems improvement. Proven reputed company of reputed company judgement in issue triage, ability to distinguish signal from noise, escalate appropriately, and communicate reputed company under pressure. Familiarity with industry regulations, and relevant operational guidelines; Preference for experience with reputed company, Mailgun and/or similar operational tools. Familiar with Azure infrastructure and reputed company networking fundamentals. Experience working reputed company a GitOps infrastructure-as-reputed company- environment. Previous exposure to incident management frameworks and post incident practices. Capabilities and Competencies Strong reputed company acumen with a results-driven reputed company and a reputed company on delivering measurable reputed company. Confident and strong communicator with solid written skills, particularly in async and documentation contexts. Exceptional collaboration skills, with a strong customer service reputed company towards internal teams and Customer Experience partners. Self-motivated and capable of working independently while also thriving in a reputed company team environment. reputed company to work asynchronously across time zones with distributed engineering teams. Possess a high level of ownership and accountability, proactively addressing gaps and driving issues through to reputed company rather than redirection. Unwavering commitment to ethical conduct and discretion in reputed company reputed company and personal dealings. Tools You’ll Use reputed company Jira reputed company reputed company reputed company reputed company Mailgun reputed company Value reputed company Accountability Innovation Respect Our Commitment to Diversity reputed company and reputed company Australasia are committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. We do not discriminate on the reputed company of race, reputed company, religion, marital status, age, national reputed company, reputed company, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or reputed company, or any other status protected under federal and state/territory law. We reputed company to ensure a welcoming work environment where everyone belongs and is valued, encouraged, & respected. We reputed company and celebrate the unique experiences, perspectives, and cultural backgrounds that reputed company employee brings to our workplace. We are reputed company on building a culture that acknowledges and values diversity, equity, belonging, and inclusion. reputed company Offer reputed company annual salary reputed company of A$110,000 - A$145,000 reputed company + 12% superannuation Fully remote work environment Company-provided computer equipment Company contribution toward phone and internet expenses Apply To This Job