Spacetalk

Lead Production Support Engineer

Spacetalk

full-time

Posted on:

Origin:  • 🇦🇺 Australia

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Job Level

Senior

Tech Stack

AndroidAWSCloudDynamoDBiOSJavaScript.NETNode.jsRayReactReact NativeRedisTypeScript

About the role

  • Lead investigation and resolution of complex production issues across mobile apps, web services, APIs, and AWS infrastructure.
  • Serve as the primary technical escalation point for Customer Support, translating customer reports into technical diagnoses and solutions.
  • Monitor and respond to alerts from monitoring systems, ensuring rapid identification and resolution of platform issues.
  • Develop and maintain runbooks, troubleshooting guides, and escalation procedures for common and complex technical scenarios.
  • Collaborate with product engineering teams to implement permanent fixes for recurring issues and shield them from day-to-day operational distractions.
  • Maintain deep technical knowledge of AWS serverless architecture and perform root cause analysis using CloudWatch and X-Ray.
  • Implement and optimise monitoring, alerting, and logging systems across AWS infrastructure.
  • Support deployment and release activities through GitLab CI/CD pipelines and AWS services.
  • Establish best practices and processes for technical support operations across multiple time zones and design framework to expand coverage to EU and US markets.
  • Mentor and develop technical support capabilities within the Customer Support team and create documentation and training materials to enable scaling.
  • Work closely with Customer Support, Product, Engineering, QA, Data Science, Regulatory, and Security teams for seamless issue resolution and compliance during incident response.

Requirements

  • 5+ years of experience in technical support, platform operations, or site reliability engineering, with hands-on production issue resolution.
  • Strong experience with AWS services (Lambda, DynamoDB, API Gateway, CloudWatch, S3, OpenSearch, Redis/ValKey) and cloud-native troubleshooting.
  • Proficiency in Node.js, TypeScript, and JavaScript for investigating and resolving application-level issues.
  • Experience with mobile app ecosystems (iOS/Android) and understanding of mobile-specific technical challenges.
  • Strong analytical and problem-solving skills with experience in root cause analysis and incident management.
  • Excellent communication skills with ability to explain technical issues to both technical and non-technical stakeholders.
  • Experience with monitoring and observability tools (CloudWatch, Datadog, or similar).
  • Knowledge of React and React Native applications and common deployment patterns.
  • Experience with CI/CD pipelines (GitLab preferred) and deployment troubleshooting.
  • Knowledge of .NET code and Windows systems to investigate issues with legacy offerings.
  • Background in SaaS or consumer-facing applications with high availability requirements.
  • Experience in regulated industries (healthcare, safety, security, or finance).
  • Previous experience building or scaling technical support teams in global organisations.