At a Glance
- Tasks: Troubleshoot and resolve complex AWS incidents while engaging directly with customers.
- Company: Established enterprise software business with a global reach.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Work in a supportive culture that values ownership and innovation.
- Why this job: Join a dynamic team and make a real impact in cloud engineering.
- Qualifications: 2-3+ years of AWS experience and coding skills in PowerShell, Python, or Bash.
The predicted salary is between 40000 - 50000 € per year.
We're seeking a Support Engineer to join a well-established enterprise software business with a global customer base, building out a 24x7 follow-the-sun support function for a suite of cloud-hosted enterprise products. This role sits at the intersection of cloud engineering, deep troubleshooting, and direct customer engagement — and suits an AWS practitioner who can solve hard problems from first principles, write code when it’s needed, and talk to customers.
In this role, you’ll join a team of around nine engineers supporting mission-critical platforms used by mining sites that run around the clock. You’ll own complex incidents end-to-end, work alongside a 200+ developer base in Brisbane, and help shape how support is delivered as the business continues its shift from desktop to SaaS.
Your day-to-day will include:
- Owning the technical resolution of high-priority AWS and on-premise incidents end-to-end
- Troubleshooting from first principles — logs, metrics, traces, and system behaviour, not surface-level fixes
- Navigating AWS at depth (EC2, RDS, Lambda, networking, storage) — well beyond start/stop and clicking buttons
- Reading and writing code (PowerShell, Python, Bash) to automate operational tasks and solve recurring problems
- Contributing to Infrastructure as Code, including making minor changes directly rather than punting them to the project team
- Working closely with developers on new releases, regressions, and product issues
- Troubleshooting Windows Server / IIS environments where the issue isn’t AWS or the application
- Acting as the front line for customers — clear communication, empathy, and ownership during incidents
- Capturing root causes, runbooks, and post-incident learnings to lift the whole team
About You
You’re an experienced AWS practitioner with a builder mindset. You’re comfortable writing code to solve problems — not at developer depth, but enough to work alongside devs, write a Lambda, or debug a PowerShell script. You can hold your own on a customer call and explain technical issues clearly under pressure. Ideally, you’ll bring:
- 2–3+ years’ hands‑on experience managing and supporting AWS environments
- Strong AWS engineering foundation — Infrastructure as Code, service‑level fluency, real troubleshooting (not GUI‑driven)
- Genuine coding ability — PowerShell, Python, Bash or similar; able to read, write, and debug
- Windows Server troubleshooting experience (Linux troubleshooting is a fair substitute)
- Strong customer service instincts — empathetic, articulate, professional on the phone
- Spanish or Portuguese language skills (this is a real requirement, not a nice‑to‑have, given the customer base)
- Comfort working in an agile environment alongside a large global development team
This is a hybrid role — 3 days a week in the Wood Lane office in London. You’ll report to a Team Leader based in Brisbane and work as part of a globally distributed support team. The engineering culture is "you build it, you run it" — ownership without blame, room to try things and fail, and a deliberately flat approach to expertise. If you’re seeking a role where you can do real engineering work inside a support function — owning problems, writing code, and working directly with customers — this position offers both technical depth and customer-facing visibility.
Support Engineer employer: Troocoo
Join a dynamic enterprise software business that values innovation and collaboration, offering a supportive work culture where engineers take ownership of their projects. With opportunities for professional growth and the chance to work alongside a talented global team in a hybrid setting, this role not only allows you to tackle complex technical challenges but also fosters meaningful customer interactions. Located in London, you'll benefit from a vibrant city atmosphere while contributing to mission-critical platforms that make a real impact.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer
✨Tip Number 1
Get your networking game on! Reach out to folks in the industry, especially those already working at the company you're eyeing. A friendly chat can give you insider info and maybe even a referral — which is always a bonus!
✨Tip Number 2
Practice your problem-solving skills! Since this role is all about troubleshooting, brush up on your AWS knowledge and coding abilities. Try solving real-world scenarios or incidents to show off your skills during interviews.
✨Tip Number 3
Be ready to showcase your customer service chops! This role involves direct customer engagement, so think of examples where you've communicated effectively under pressure. Empathy and clarity are key!
✨Tip Number 4
Apply through our website! We love seeing candidates who take the initiative. Plus, it gives you a chance to highlight your unique skills and experiences that align with the Support Engineer role.
We think you need these skills to ace Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Support Engineer role. Highlight your AWS experience, coding abilities, and any customer service roles you've had. We want to see how you fit into our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Don’t forget to mention your problem-solving skills and your experience with cloud technologies.
Showcase Your Technical Skills:In your application, be sure to mention specific technical skills like PowerShell, Python, or AWS services you've worked with. We love seeing real examples of how you've tackled complex issues in the past!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Troocoo
✨Know Your AWS Inside Out
Make sure you brush up on your AWS knowledge before the interview. Be prepared to discuss specific services like EC2, RDS, and Lambda in detail. They’ll want to see that you can troubleshoot from first principles, so practice explaining how you would approach complex incidents.
✨Show Off Your Coding Skills
Since coding is a part of the role, be ready to demonstrate your ability with PowerShell, Python, or Bash. You might be asked to solve a problem on the spot, so practice writing code that automates tasks or fixes issues. It’s all about showing you can think like an engineer!
✨Communicate Clearly and Confidently
You’ll be the front line for customers, so practice articulating technical issues in a way that’s easy to understand. Role-play customer calls with a friend to build your confidence. Remember, empathy and clear communication are key to making a good impression.
✨Prepare for Real-World Scenarios
Expect to discuss past experiences where you’ve managed incidents or worked closely with developers. Think of specific examples that highlight your troubleshooting skills and customer service instincts. This will show them you’re not just a techie but someone who can handle pressure and deliver results.
