Software Support Engineer

We are a medium-sized IT and engineering-based company with our Port Melbourne office seeking a dedicated and skilled Software Support Engineer to join our Support & Maintenance department. This is a 6-month fixed-term contract with the potential to convert into a permanent position in 2027.

The role will be reporting to the Service Desk Delivery Manager.

We are looking for a proactive engineer who is passionate about software -based applications, software support, and continuous improvement. 

We undertake important work for various State governments and agencies Australia wide to ensure our Sensys Gatso supplied systems maintain a high level of performance. A positive attitude, attention to detail, client interface experience and accountable outcome based approach are essential attributes.

We offer a collaborative, team-based environment. This role is perfectly suited to an individual who is able to think on their feet and perform tasks with a thorough attention to detail.

This role encompasses both frontline support and technical engineering tasks:

• Support & Resolution:

  • Record and respond to customer and internal support issues within agreed SLAs.

  • Accountable for the resolution of issues and providing status reports on outstanding items.

  • Provide 1st, 2nd and 3rd level software and application support.

  • Provide level one support for cloud-based applications.

• Software Maintenance:

  • Implement, document, maintain, and support tools for monitoring systems and platforms (ideally Grafana).

  • Troubleshooting and root cause analysis of software issues on deployed systems and implementing remediations.

  • Contribute to cloud application maintenance, and support.

• Process Improvement & Documentation:

  • Identify potential issues proactively, apply resolutions, and escalate when required.

  • Take the lead in creating corrective actions for continuous improvement.

  • Document processes and procedures, and maintain internal troubleshooting tips and a knowledge base.

  • Provide input towards general process improvement.

• Deployment & Logistics:

  • Preparation of cameras, servers, and other IT equipment for deployment.

  • Factory and site testing and reporting of camera systems and software.

  • Management of spare parts and asset tracking.

• General:

  • Liaising with key client contacts, SGA staff, and contacts within the Sensys Gatso group.

  • After hours on call as required.

  • Availability for interstate travel.

We are looking for a candidate with proven technical expertise and strong interpersonal skills:

A minimum of 5+ years of experience in cloud and software support engineering is required.

• Proficient in Linux OS commands and troubleshooting. 

• Proficient in scripting with Bash, csh, sh.

• Proficient in implementing and managing virtual software development environments with tools such as Packer & competency using infrastructure-as-code (IaC) deployment tools such as Terraform.

• A good understanding of Python, Golang, C code and debugging skills. 

• Comprehensive experience with Git SVC, ideally on GitLab

• Competency with Ansible; running, updating, and maintaining playbooks.

• Competency with monitoring platforms, ideally Grafana, including writing metric queries and defining alerts.

• Competency in Networking and security. 

• Experience with Kubernetes and Docker.

• Knowledge of cloud-based infrastructure (Azure, GCP, AWS) and networking architecture and security.

• Linux & Windows experience, including Linux system Management experience.

• Knowledge of G-Suite (Gmail, docs, sheets).

• Good interpersonal and communication skills.

• A high attention to detail.

• Ability to work under pressure whilst maintaining a high quality of service.

• Excellent multi-tasking skills.

• Flexible and highly organised.

• A police check will be required prior to commencement

• Only short listed applicants will be notified.

• Australian citizenship or permanent residency is required for this position.