Lead Production Support Engineer

Spacetalk

Sydney, NSW
Permanent
Full-time

7 hours ago
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Spacetalk is an ASX-listed technology company dedicated to creating innovative and life-enhancing connected mobile services, wearables, and software for families and seniors. Our products enable people to stay connected, safe, and engaged no matter their age or stage in life; enabled by location, health and wellbeing data.We're transitioning from a hardware-led business to a software-first SaaS model, driven by data, integrations, sensors, predictive analytics and AI.With a global presence (already live in Australia, New Zealand, America and Europe) and an expanding product line, Spacetalk is evolving rapidly as we continue to scale our international footprint.We are seeking an experienced Lead Product Support Engineer to establish and lead our technical support function, ensuring our product engineering teams can focus on innovation whilst maintaining exceptional platform reliability and customer experience.Why this role mattersAs Lead Product Support Engineer, you will be the technical guardian of our production environment, establishing the foundation for a world-class technical support function. 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.This role is critical to Spacetalk's scale-up journey, ensuring our engineering teams can focus on rapid product innovation whilst maintaining the high reliability our customers depend on for their safety and wellbeing.Working closely with Customer Support, you will be the technical expert who transforms customer reports into actionable solutions, and the operational expert who proactively identifies and resolves platform issues before they impact users.Key responsibilitiesTechnical Issue Resolution & Platform Reliability

Lead investigation and resolution of 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 whilst shielding them from day-to-day operational distractions.

Platform Operations & AWS Expertise

Maintain deep technical knowledge of our AWS serverless architecture (Lambda, DynamoDB, API Gateway, CloudWatch, S3, Redis/ValKey, etc.).

Perform root cause analysis on production incidents using AWS monitoring and logging services (CloudWatch, X-Ray).

Implement and optimise monitoring, alerting, and logging systems across our AWS infrastructure to proactively identify potential issues.

Support deployment and release activities through GitLab CI/CD pipelines and AWS services, ensuring smooth transitions to production.

Team Building & Global Expansion

Establish best practices and processes for technical support operations across multiple time zones.

Design the framework for expanding technical support coverage to EU and US markets.

Mentor and develop technical support capabilities within the Customer Support team.

Create documentation and training materials to enable future team scaling.

Cross-functional Collaboration

Work closely with Customer Support, Product, Engineering, and QA teams to ensure seamless issue resolution and customer communication.

Partner with Data Science teams to identify patterns in platform issues and user behaviour.

Collaborate with Regulatory and Security teams to ensure compliance during incident response (SOC2, HIPAA, GDPR).

RequirementsYou are a technically skilled problem-solver with a passion for operational excellence and customer-focused solutions. You thrive in fast-paced, scale-up environments and excel at working independently whilst building collaborative relationships across technical and non-technical teams.Key skills & ExperienceEssential

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, DynamoDB, API Gateway, CloudWatch, S3, OpenSearch, Redis/ValKey) and cloud-native troubleshooting.
Proficiency in Node.js, TypeScript, and JavaScript 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.

Highly Desirable

Experience with monitoring and observability tools (CloudWatch, Datadog, or similar).
Knowledge of React and React Native applications and common deployment patterns.
Experience with CI/CD pipelines (GitLab preferred) and deployment troubleshooting.
Knowledge of .NET code and windows systems to investigate issues with our legacy offerings.
Background in SaaS or consumer-facing applications with high availability requirements.
Experience in regulated industries (healthcare, safety, security, or finance).
Previous experience building or scaling technical support teams in global organisations.

Benefits

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

Why Join Us?At Spacetalk, we believe in innovation, integrity, and a customer-first approach in everything we do. As we expand globally, we are committed to delivering best-in-class products that improve the lives of our users. Our Values—Innovate, Engage & Elevate are embedded in how we work and grow together as a team. You'll be joining a company at the forefront of family safety technology, with the chance to drive impactful change in how we deliver connected, data-driven solutions to our customers globally.If you're ready to take ownership of production reliability and build the technical support foundation for a fast-growing, purpose-driven company, we'd love to hear from you!Apply today and help Spacetalk achieve its vision of becoming a leader in family safety technology powered by data and insight.

Spacetalk