Ever wanted a role where the product is scaling fast, the ambitions are global, and your work genuinely keeps the lights on for real humans around the world 🌏✨

This innovative SaaS platform is growing up quickly, and we need someone who loves calm thinking in chaotic moments, sharp debugging, and building the kind of operational muscle that makes a business unbreakable 🧠🔧

And yep, you can start basically as fast as Santa can deliver on Christmas Eve 🛷💨🎁

✅ Hybrid, 3 days a week in the Sydney office 🏙️🎄

You’ll be working with smart, ambitious, fun, engaged people who all know they’re building something bigger than just another SaaS 🚀✨

🎄 What you’ll be doing

• Jumping into hands-on production support from day one, then steadily evolving the function into proper SRE practices and a true Site Reliability Engineer capability over time 🚀🧑 🚒
• Acting as the main escalation point for production, owning incidents end to end, and keeping everyone aligned while you drive resolution 🚨✅
• Helping design a real on-call and incident rhythm, this role will shape the playbook, and your SRE mindset will lift how the whole team runs 📘🛠️
• Digging into data, logs, and platform behaviour, especially the deeper investigations that sit beyond typical customer support triage 🔍🧩
• Debugging Node.js and TypeScript services, untangling API weirdness, and finding the real root cause 🕵️ ♂️⚙️
• Living in AWS serverless land, event-driven systems, logs, dashboards, alerts, and the stuff nobody appreciates until it breaks ☁️⚙️
• Troubleshooting problems that pop up in the mobile universe, iOS and Android, where “works on my phone” is not a strategy 📱😅
• Partnering with the local engineering team in Sydney, and over time helping build a follow-the-sun approach, with eventual coverage across EU and US time zones 🌍✨
• Helping the platform mature from strong production support into a more structured Site Reliability Engineer model, including better runbooks, stronger signals, and cleaner incident response 📘📈

🎅 What you’ll bring, plus bonus points if you’ve got it

• You love troubleshooting, you’re the person who can take a messy, vague issue and calmly turn it into a clear root cause and a clean fix 🧩🕵️ ♂️
• Confident navigating logs and data stores, and doing deeper platform investigations when the answer is not obvious 🔍🧠
• Comfortable working with ambiguity, you don’t need a 12-step checklist to get moving, you create momentum, and you go find the answers 🎯⚡
• Around 6+ years in a hands-on environment like platform operations, production support, reliability engineering, or technical support for complex systems 🧰
• Strong at getting to the bottom of issues in Node.js and TypeScript, including API integrations and service to service weirdness 🔧🧠
• Confident troubleshooting mobile ecosystem issues, iOS and Android behaviour, device quirks, app to backend interactions 📱⚙️
• Comfortable jumping into cloud-first setups, especially modern serverless patterns, monitoring, storage, caching, and search type services ☁️🔍
• You’ve been on the hook for serious incidents before, high severity, high impact, and you know how to respond calmly, communicate clearly, and restore service fast 🚨🧯
• You write and speak well, and you can work with engineers, product, support, and leadership without anything getting lost in translation ✍️🤝
• Familiarity with observability and monitoring tooling, whether that’s native cloud monitoring or broader platforms, you know what “good signals” look like 📈🔭
• Experience supporting a global SaaS or consumer-facing product, where scale, latency, and reliability actually matter 🌍✨
• Bonus if you’ve touched React or React Native enough to understand common architecture patterns and where problems tend to hide 🧑 💻📲
• Helpful if you’ve wrestled with deployments and pipelines, CI/CD troubleshooting, release issues, rollback moments, the whole fun circus 🎪🚀
• Handy if you can support some older tech stacks too, including Windows-based environments and some .NET-era realities 🪟🧓
• Nice if you’ve dealt with regulated or safety-critical environments, or systems where the operational bar is higher than average 🛡️
• Even better if you’ve helped lift a team’s capability, playbooks, processes, incident routines, on-call maturity, or operational discipline 🧱📘

🎄 The vibe

Fast growth, global realities, and a team that wants someone proactive, curious, and calm under pressure 🙃✅

If you like building stability while the rocket is already in the air, this one’s got your name on it 🚀🎅

📩 Email Keiran, keiran@bigwavedigital.com.au, or simply apply via the job advert 🎄🎅❄️🚀