Principal Support Engineer

Location: Sydney office, Australia; hybrid working environment

Company

hirify.global distributes technology products, cloud services, and digital platform solutions across the global information technology ecosystem.

What you will do

• Troubleshoot complex customer issues using Datadog logs, traces, dashboards, and REST API tools such as Postman and cURL.
• Lead high-severity and strategic enterprise customer escalations, providing technical direction and clear communication.
• Manage vendor escalations and follow up on SLA adherence with providers including Microsoft, Adobe, AWS, and Cisco.
• Work with Engineering and Product to identify root causes, deliver permanent fixes, address platform gaps, and improve workflows and user experience.
• Analyse MTTR, SLA trends, support KPIs, and operational bottlenecks, publishing weekly metrics and insights.
• Create SOPs, escalation workflows, troubleshooting guides, and Zendesk automation or self-service improvements.

Requirements

• 10+ years of experience in Technical Support Engineering, Escalations, SRE, or a related field.
• Expertise with Datadog log search, traces, monitors, and dashboards.
• Strong REST API troubleshooting skills, including Postman, cURL, authentication flows, and JSON payload analysis.
• Experience diagnosing distributed systems, integrations, and SaaS platform behaviour.
• Ability to support strategic enterprise customers and communicate complex technical issues clearly.
• Experience with vendor escalation processes, SLA governance, incident management, technical support KPIs, and Zendesk or a similar ticketing platform.

Culture & Benefits

• Hybrid working environment.
• Access to LinkedIn Learning and additional training courses.
• Career progression opportunities with national and international career paths.
• Training and development support.
• Competitive remuneration package, staff purchase policy, and benefits scheme.
• Respectful, collaborative environment focused on continuous improvement.