Platform Support Engineer

Are you an engineer who thrives at the intersection of software engineering, platform support, and incident response? Do you enjoy diving into complex systems, uncovering root causes, and ensuring APIs and systems run reliably and smoothly? If so, the Platform Support Engineer role could be your next role.

About this role

As a Platform Support Engineer, you’ll combine software engineering skills with an operational mindset to support, troubleshoot and continuously improve production systems. You’ll work within a delivery team responsible for a defined domain and portfolio of applications, performing deep technical investigations, strengthening platform resilience, and helping teams stay focused by handling incoming operational work. 

This role sits at the centre of platform thinking, application support and engineering practice. You’ll diagnose issues using logs, metrics, traces and code analysis; ensure fast and calm incident response; and build documentation, patterns and tooling that make future investigations easier and more predictable. You’ll also drive fixes through to resolution and help uplift processes and system reliability across the platform. 

What you’ll do

• Support and maintain cloud‑based applications deployed across AWS, ensuring reliability, stability and performance. 
• Implement and improve observability, monitoring and alerting systems. 
• Analyse logs, traces, metrics and telemetry to detect, investigate and resolve issues early. 
• Perform advanced troubleshooting across applications, APIs, databases and integrations. 
• Query SQL databases, review code, analyse logs, and replicate environments to identify root causes. 
• Conduct and document clear Root Cause Analyses, ensuring insights lead to preventative improvements. 
• Reproduce issues in local or test environments where feasible. 
• Participate in an on‑call incident‑response rotation and respond efficiently and calmly to production incidents. 
• Provide structured context when escalating issues to engineers or architects and maintain visibility for stakeholders. 
• Perform operational tasks including configuration changes, controlled data updates, message reprocessing and platform hygiene activities. 
• Deliver minor fixes and small enhancements in coordination with the engineering team. 
• Help maintain an evergreen platform environment by uplifting tooling, simplifying processes and reducing tech friction. 
• Create and maintain troubleshooting guides, known‑issue documentation, runbooks and operational playbooks. 
• Capture system behaviours, edge cases and failure patterns to build a scalable, reliable support knowledge base. 

About you

You’re curious, analytical, calm under pressure and motivated by solving hard technical problems. You take a structured approach to investigations and enjoy understanding systems end‑to‑end. You communicate clearly, collaborate effectively and take ownership of outcomes. 

You also bring: 

• 2–5 years’ commercial experience in software engineering, platform operations or technical support 
• Experience working with modern programming languages such as Ruby, JavaScript/TypeScript, C#, or Java 
• Strong SQL experience for analysis and investigation 
• Ability to read, understand and navigate production source code 
• Hands‑on experience analysing logs, traces and system telemetry 
• Experience with monitoring, logging and debugging tools 
• Exposure to cloud‑native or distributed environments (AWS experience strongly preferred) 
• Ability to configure and run local/test environments for issue reproduction 
• Strong analytical thinking and structured problem‑solving skills 
• Excellent written and verbal communication skills 

Bonus points for: 

• Experience with CI/CD and DevOps practices 
• Understanding of distributed systems and API‑driven architectures 
• Previous on‑call or incident response experience 
• Experience with AWS Lambda, SQS, DynamoDB, RDS or API Gateway 

Who you’ll work with 

You’ll join a team of ~20 people across three delivery squads, working alongside software engineers, technical BAs, QA engineers and analysts. Teams are distributed across Newcastle, Sydney and Melbourne, coming together regularly in local hubs and quarterly in Newcastle. 

Our environment is fully cloud‑native, with production workloads running in AWS. Our tech stack includes AWS Lambda (Ruby), API Gateway, SQS, DynamoDB, RDS/PostgreSQL and React. 

We know some people only apply when they meet every requirement. We’re always on the lookout for curious individuals who will add to the culture – so if this role resonates with you and you have relevant experience; we’d love to hear from you!

Who we are

nib is a leader in private health insurance, disability support and health services, reshaping the industry through bold innovation, strategic disruption and trusted partnerships. We deliver great value health insurance and support services to protect, connect and empower you to access healthcare when and where you need.

We have a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, helping members and travellers make more informed healthcare decisions and generally live healthier lives.

Diversity, equity and inclusion

We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles.

nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at nibemployment @nib.com.au

Working at nib

Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We’re committed to coming together with purpose.

Other benefits to support you at work (and play) include:

• New starter benefit to help set up a functional home workspace
• 50% discount on employee health insurance + 35% off travel insurance
• The opportunity to give back to the community through paid leave for volunteering through nib foundation
• Access to our nib Well Program and corporate fitness discounts
• Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits
• 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. 

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

Here's what to expect during our recruitment process: After applying, you'll receive an email confirmation. Within 1-2 weeks, you’ll get an update on your application status. If you progress to the next stage, our Talent Acquisition team will call you to discuss the role, your motivations, and your career history.