Senior Support Engineer

The Role:

This is an opportunity for a Support Engineer with 5+ years’ experience to join Propellerhead and play a key role in operating and improving our production systems.

You may have experience in a dedicated support or SRE-adjacent role, or in a software engineering role that required strong operational responsibility, technical troubleshooting, and regular client engagement.

As a Propellerhead Support Engineer, you will work with our System Reliability Engineers, QualOps Specialists and TechOps Specialists to provide business hours support to our clients. You will own incidents from triage through to resolution, contribute to DevOps activities, and help improve the reliability, observability, and resilience of our systems over time.

Propellerhead operates a hybrid working model (work from our office and from your own home). While you must be based in Auckland for this role, we warmly welcome applications from across New Zealand and internationally who are planning to relocate to Auckland. This particular role requires regular in-person office attendance on nominated days.

If you are ready to work on real problems with real impact, and help lay the groundwork for what comes next - we would like to hear from you.

Role Responsibilities Include:

• Triaging support issues in real-time, while verifying the symptoms, impact and responsibility for further investigation
• Investigating the root cause of incidents and resolving them
• Monitoring incident progress, and communicating status updates to clients
• Implementing proactive changes and contributing to continuous improvement
• Participating in technical reviews and presenting your ideas to the team
• Completing incident reports, including recommendations for ongoing incident mitigation
• Implementing solutions/resolutions in partnership with core development teams
• Documenting system architecture and configuration/deployment processes

Experience Required:

• Technical education, such as a Software Engineering or Computer Science degree
• 5+ years experience in a similar Support Engineer position or a position requiring technical knowledge and client engagement
• Technical experience/familiarity with Azure and Linux
• Experience with network configuration and analysis on Azure
• Fantastic written and verbal English communication skills
• A natural affinity for problem solving
• Some experience using AI tools to assist with code and/or document analysis and authoring documents.
• Confidence to interact and work with a diverse range of people, including clients
• A strong desire to learn and upskill

*Please note - only applications with a cover letter will be reviewed, please do not use AI to write this.

It's very important to us that you include a cover letter with your application - it's your chance to tell us more about who you are and what you value.

At Propellerhead, we use AI thoughtfully as part of our delivery practices - considered integration helps us stay at the forefront of technology and create innovative, valuable solutions for our clients. In recruitment, however, AI isn’t used to assess skills, experience or suitability for a role. Every application is reviewed by a real person to ensure a fair, engaged and thoughtfully human process. Therefore we kindly ask that you refrain from using it in your application. We're excited to learn about your unique experiences and ideas, and want to work with you, so please apply as your authentic self!

Candidates that progress may be asked to agree to a police background check, credit history check, other assessments and provide evidence of qualifications.

Learn more about our company here.