Senior Support Engineer

Senior Support Engineer (4 - 6 years experience) will own complex Tier 2.5 production support and technical escalations across Woolworths Plan & Shop, Loyalty, and Fulfillment platforms, using hands-on expertise in microservices, APIs, logs, GKE/AKS, observability tools, and SQL to diagnose and resolve distributed cloud application issues.

About this role

Reporting directly to the Operations Support Lead within WDigital, this role serves as the high-tier technical escalation checkpoint, core problem solver, and platform champion within the offshore Support core. Taking absolute technical ownership of complex Tier 2.5 application issues, the Senior Support Engineer acts as the ultimate quality-gate, diagnostic validator, and packaging authority.

What you'll do

- Tier 2.5 Escalation Gating & Ownership : Own the end-to-end technical triage and resolution of high-tier escalations across core retail streams.

- Complex Anomaly Diagnostics : Conduct live log auditing, API tracing, and environmental configuration adjustments during active performance degradation anomalies.

- Sydney Handover Quality Gating : Review and audit diagnostic packages to guarantee full trace IDs, environmental context, and logs are package-perfect before escalating onshore.

- Runbook & Automation Enablement : Partner with the Operations Automation Lead to identify recurring manual workarounds and convert them into structured steps and code-driven, self-healing automations.

- 24/7 Rostered Operations & On-Call Triage : Participate in a scheduled on-call rotation to monitor critical alerts, execute pre-trade health checks, and carry out standard remediation runbooks.

- Technical Mentorship : Provide informal matrix leadership, coaching, and live troubleshooting guidance to upskill intermediate Support Engineers and Associates.

Tech Stack & Requirements :

- Experience : 4 - 6 years of engineering-level application troubleshooting and production support within large-scale distributed cloud systems.

- Distributed Systems & API Diagnostics : Proven expertise parsing deep environmental error footprints across distributed e-commerce transactions, microservice dependencies, and API gateways.

- Containerized Infrastructure : Practical proficiency navigating container states, isolating failing pods, and extracting configurations inside GKE or AKS.

- Observability & Telemetry : Deep, hands-on experience using modern telemetry platforms (e.g., Dynatrace, Grafana, Datadog, OpenTelemetry).

- Database Deep-Diving : Advanced competency safely querying and auditing relational (MS SQL Server) and non-relational database structures.

- Automation Orientation : Ability to structure manual diagnostic and resolution paths into repeatable logic suitable for scripting.

What you'll experience :

- Be a part of Australia's largest retailer

- Constant mentoring and training provided

- Generous performance based bonus

- 20 days annual leave

- A flexible approach to work

- Premium insurance coverage for you and your dependants