Platform Technology Solutions Specialist

7 days ago

Sydney, New South Wales, Australia beBeeReliability Full time $120,000 - $160,000
Job Title:

Technical Support Specialist

We are seeking a seasoned Technical Lead to establish and lead our technical support function, ensuring our product engineering teams can focus on innovation while maintaining exceptional platform reliability and customer experience.

This is a hands-on technical leadership role where you will be responsible for investigating, diagnosing, and resolving complex production issues across our mobile apps, APIs, AWS infrastructure, and wearable technology ecosystem.

As the primary technical escalation point for Customer Support, you will translate customer reports into technical diagnoses and solutions, monitor and respond to alerts from our monitoring systems, and develop runbooks, troubleshooting guides, and escalation procedures for common and complex technical scenarios.

Key Responsibilities:

  • Technical Issue Resolution & Platform Reliability: Investigate and resolve complex production issues across our technology stack (mobile apps, web services, APIs, 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 our 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 the product engineering teams to implement permanent fixes for recurring issues while shielding them from day-to-day operational distractions.

Required Skills & Qualifications:

  • 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, Dynamo DB, API Gateway, Cloud Watch, S3, Open Search, Redis/Val Key) and cloud-native troubleshooting.
  • Proficiency in Node.js, Type Script, and Java Script 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.

What You'll Achieve:

  • Be the technical guardian ensuring our AI-driven safety solutions remain reliable for families who depend on us for their loved ones' wellbeing.
  • Build technical support capabilities for products used across Australia, Europe, and the US.
  • Take ownership of our cutting-edge AWS serverless architecture and monitoring systems.
  • Establish and grow a world-class technical support function from the ground up.
  • Develop leadership skills in a high-growth, ASX-listed technology company with clear progression opportunities.

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