Principal Platform Technical Support Engineer

at  Rich Data Co

YOUR SKILLS & EXPERIENCE

• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• 5+ years of experience in a senior technical support, site reliability engineer, or production support role.
• At least 2 years in a leadership or managerial capacity.
• Strong proficiency with container technologies, AWS services (e.g., EKS, S3, CloudFront, MWAA, RDS, ElastiCache), networking concepts (e.g., DNS, load balancers, subnets, access control lists) and Linux administration.
• Practical experience implementing and applying ITIL processes.

Technical Skills

• Expertise in implementing and managing observability tools and performance monitoring solutions.
• Proven track record in designing and implementing high availability, disaster recovery, and backup solutions.
• Proficiency in programming/scripting languages (e.g., Java, Python, Bash) and infrastructure-as-code tools (e.g., CloudFormation, Terraform).
• Familiarity with version control systems and CI/CD tools like Jenkins and GitLab CI.

Soft Skills

• Exceptional analytical and problem-solving skills and ability to thrive in a fast-paced, ambiguous environment.
• Excellent communication skills and ability to collaborate effectively with diverse teams.
• Strong leadership capabilities with a focus on fostering teamwork and continuous improvement.

ABOUT THE ROLE

We are looking for a highly skilled Platform Technical Support Engineer to join our team. This role is pivotal in maintaining the resilience and performance of the RDC Platform. If you excel at problem-solving and have a strong background in overseeing the availability, resiliency, stability and providing production support of cloud-based applications across time zones.
As our Principal Platform Technical Support Engineer, you will act as a guardian of the RDC Platform’s health and growth, much like a gardener nurtures plants. You’ll intimately understand its behaviour, anticipate its needs, and lead a team responsible for ensuring it thrives under varying conditions to ensure its resilience and performance in an optimised manner.
If you are passionate about availability, resiliency and solving problems, we’d like to hear from you.

ACCOUNTABILITY & OUTCOMES

Application Health and Monitoring

• Proactively monitor and maintain the health and performance of the RDC Platform
• Maintain robust monitoring, alerting and observability to ensure proactive issue detection and resolution.

Incident Management and Operational Excellence

• Lead response to incidents, coordinating escalations and responses across distributed teams.
• Provide on-call support across AU and US time zones, ensuring 24/7 availability and responsiveness to incidents.
• Implement solutions to enhance the RDC Platform’s resilience and minimise downtime.
• Develop and maintain runbooks, playbooks, and standard operating procedures (SOPs) to ensure consistent and efficient operations.
• Implement strategies for high availability, backup/restore, capacity planning, and cost-effective resource management.

Technical Leadership and Collaboration

• Build, lead and mentor a team of Platform Technical Support Engineers, fostering a culture of collaboration, learning, and innovation.
• Provide hands-on expertise in troubleshooting, diagnosing, and resolving complex technical cloud and application issues.
• Work closely with product management, client advisory and customer success teams to understand requirements, prioritise tasks, and drive continuous improvement.
• Utilise infrastructure-as-code practices to manage and deploy infrastructure changes efficiently.

Security and Compliance

• Monitor and address security vulnerabilities, collaborating with security operations and product engineering teams as needed.

Automation and Tooling

• Develop automation scripts and tools to streamline operational tasks and maintain consistency.