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.

About Propellerhead: Propellerhead is a leading software services company that designs, delivers, and maintains large-scale, custom-built digital platforms across a range of technologies. We place emphasis on producing technology which is meaningful, has value, and can make a difference in the world. We foster long lasting and trusting relationships with all our clients. Over our 20+ years in the market we have worked with a diverse range of commercial, non-profit, and government organisations.   How We Build Software: We build software by structuring solutions in a product-centric manner and focusing on continuously delivering measurable outcomes into production. Our work starts from real stakeholder needs and the value they unlock, with an AI-assisted pipeline now generating much of the code.As a result, our digital platforms are a mixture of custom components and external services which produce a powerful and engaging experience when combined.   Benefits: Be part of an innovative team, with a culture of learning and collaboration. Contribute to interesting, diverse, and commercially minded work for well-respected clients. Opportunity for professional growth and development. Fortnightly knowledge sharing sessions, with lunch. Competitive salary. Employee Share Purchase Scheme offering. This role is Auckland based, regular in-office attendance is required. Work within our beautifully designed office and from home (hybrid working model). Propellerhead is an equal opportunity workplace which is free from discrimination.     Cover Letter: *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!   More: 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.

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