Senior Technical Support Engineer - Remote APAC

Profusion; Sydney; Remote; AUD 80,000 - 120,000; Full time

Job summary

Factory is seeking a Technical Support Engineer to enable customers to maximize value from our autonomous software platform. You will resolve architecture, performance and operational challenges, partnering with product, engineering and customer success teams to deliver scalable solutions.

You will develop internal tools, dashboards and playbooks for deployment and operational excellence while contributing to a culture of continuous improvement and customer advocacy across the APAC region.

Qualifications

• Strong technical experience in one or more languages such as Python, Go, Java, C++, or JavaScript/Node.js.
• Experience administering large-scale production environments and cloud platforms.
• Excellent written and verbal communication skills.
• Desire to help people and advocate for customer success.
• Strong diagnostic instinct and ability to solve problems in real time.
• Ability to rapidly learn new technical skills and adapt to emerging technologies.
• Strong teamwork and sound judgment on when to seek help or collaborate.

Responsibilities

• Solve complex customer challenges by addressing architecture, performance, recovery and security issues.
• Advocate for customers by feeding feedback to product and engineering teams.
• Develop tools and diagnostics for performance benchmarking, diagnostics and automation.
• Collaborate cross-functionally to design scalable processes and dashboards for data-informed decisions.

Skills

Programming

Ops Experience

Communication

Diagnostics

Learning

Teamwork

Tools

CI/CD pipelines

Observability tools

Cloud platforms

Job description

Factory is seeking a Technical Support Engineer to enable customers to maximize value from our autonomous software platform. You will resolve architecture, performance and operational challenges, partnering with product, engineering and customer success teams to deliver scalable solutions.

You will develop internal tools, dashboards and playbooks for deployment and operational excellence while contributing to a culture of continuous improvement and customer advocacy across the APAC region.