Platform Support Engineer in London

Contract Position – HIRING ASAP

Location: Hybrid in London office

Start Date: ASAP

Duration: 3 months (extension after)

Daily Rate: £300 - £400 per day outside IR35

Summary of what we’re looking for:

We need someone who is excellent with people, stays calm under pressure, pays close attention to detail, and has the judgment to know when to escalate and when to act independently. The role is predominantly support-facing, serving internal teams including developers, traders, and operations. Think of it as an internal client-facing role with a technical infrastructure backdrop.

Key Skills:

• 3+ years in a Platform Support Engineer, DevOps, or similar role
• A track record of delivering high-quality support to internal or external clients, with strong communication and responsiveness.
• Experience working in financial services is preferred but not required.
• AWS, Ansible, Terraform, GitLab CI, Linux are the core technical areas.
• Strong knowledge of AWS (equivalent to AWS Associate Certification level) across a multi-account, multi-region environment.
• Proficiency in Terraform and Ansible for infrastructure and server management.
• Experience with Docker or managing EKS clusters and containerised applications.
• Experience supporting CI/CD pipelines, ideally with GitLab CI.
• Strong understanding of Linux systems, including diagnosing and resolving common issues.
• Familiarity with observability tools such as Prometheus, Grafana, and OpenSearch.
• Good understanding of networking concepts, including connectivity, latency, and routing.
• Knowledge of cloud and network security principles.
• Strong troubleshooting and problem-solving skills, with a natural curiosity for understanding root causes.
• Ability to communicate technical concepts clearly to non-technical users.
• The team uses Teleport as its primary identity and access management platform. Prior experience is not required, but candidates should be comfortable picking it up quickly.

Responsibilities:

• Serve as the primary point of contact for infrastructure-related support requests, building strong working relationships with teams across the business.
• Respond to Slack and support queue requests promptly, taking time to understand each request fully before acting and keeping users informed of progress and timelines throughout.
• Maintain clear and up-to-date ticket records so that the team always has visibility of what is in flight.
• Work within agreed SLAs and help users understand what to expect and when, including when a request needs to be prioritised, routed to another team, or scheduled.
• Bring a security-conscious mindset to every request, understanding when to proceed independently, when to involve the security team, and when compliance or operational constraints apply.
• Build user confidence in the support function by being reliable, transparent, and easy to work with.
• Troubleshoot and resolve issues related to infrastructure, applications, and configurations, ensuring minimal downtime.
• Promote self-service solutions and help users help themselves where possible, reducing repetitive requests over time.
• Support and manage infrastructure in AWS, including EC2, S3, IAM, EKS, and VPCs.
• Configure and manage servers using Ansible for operational consistency.
• Use Terraform to manage infrastructure changes and resolve support-related issues.
• Support CI/CD pipelines and assist teams with pipeline-related issues using GitLab CI.
• Support hybrid infrastructure, including workloads in AWS and physical servers in data centres near exchanges.
• Participate in the out-of-hours support rota, ensuring business continuity.
• Maintain and update documentation to support repeatable, high-quality service delivery.
• Leverage AI-assisted development tools productively while applying sound engineering judgment to all outputs.
• Work in a non-tiered support model where any incident may go to any engineer on call.
• Develop broad exposure to the infrastructure estate while operating within agreed runbooks for production systems.