About The Role

The Role

This is an opportunity for a Support Engineer with 3–5 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
3 - 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