Support Engineer

Role Overview

We are seeking a skilled Support Engineer with 3 to 5 years of experience to join Propellerhead in Auckland. This position involves managing and enhancing production systems, collaborating closely with system reliability, quality operations, and technical operations teams, and providing client support during business hours. The role includes incident ownership from detection to resolution, engaging in DevOps efforts, and driving improvements in system reliability and observation capabilities. This position requires a hybrid work approach with regular attendance in our Auckland office.

Key Duties

• Perform real-time triage of support issues, validate symptoms and determine impact and ownership for further investigation.
• Identify root causes of incidents and implement timely solutions.
• Track incident progress and communicate ongoing updates to clients.
• Drive proactive system improvements and continuous enhancement initiatives.
• Engage in technical evaluations and share feedback with team members.
• Prepare detailed incident reports including recommendations for future prevention.
• Partner with core development teams to deploy resolutions and solutions.
• Document system architecture and elaborate on configuration and deployment procedures.

Experience and Qualifications

• Degree in Software Engineering, Computer Science, or a related technical field.
• 3 to 5 years in a support engineering role or in a position requiring technical troubleshooting and client interaction.
• Practical knowledge of Azure cloud platform and Linux operating systems.
• Expertise in network setup and monitoring within Azure environments.
• Excellent verbal and written English communication skills.
• Strong analytical and problem-solving abilities.
• Experience leveraging AI tools to assist with code review, document analysis, or content creation.
• Comfortable collaborating with a diverse group of clients and colleagues.
• A demonstrated eagerness to continuously acquire new skills and knowledge.

About Propellerhead

Propellerhead is a premier software services firm focused on designing, delivering, and maintaining bespoke large-scale digital platforms. With 20+ years serving commercial, non-profit, and government organizations, we emphasize creating meaningful, impactful technology that delivers real value. Our product-centric development approach combines custom components with external services, enhanced by AI-assisted code generation pipelines, to fulfill genuine stakeholder needs.

Employee Benefits and Work Environment

• Join an innovative team that values learning and teamwork.
• Engage in varied projects with respected clients across multiple sectors.
• Opportunities for career advancement and personal development.
• Participate in biweekly knowledge-sharing sessions accompanied by lunch.
• Competitive compensation package including an Employee Share Purchase Scheme.
• Work from our stylish Auckland office on designated days combined with remote work in a hybrid model.
• Propellerhead fosters an inclusive, discrimination-free workplace.

Additional Application Information

• Submission of a personalized cover letter is mandatory; automated or AI-generated letters are not accepted.

We value authentic applications that reflect your unique skills and perspectives. Although AI tools support our delivery methods, recruitment assessments are conducted by humans to ensure fairness and genuine evaluation.

Pre-Employment Requirements

Progressing candidates may be required to consent to background checks, including police and credit history verifications, assessments, and proof of qualifications.