LVL 2 Support Engineer - Global Support - Brisbane
Join Deswik - A global leader in mine planning software and consulting, trusted by more than 900 mining operations worldwide.
About the Role
At Deswik, we are transforming how mines operate worldwide. As we transition our Enterprise products to a SaaS-first model on AWS, we are looking for 2 x Level 2 Support Engineers who are tired of manually fixing the same issue twice.
You will join our global "Follow the Sun" team (meaning you work your local business hours while colleagues in other time zones cover the rest). This role is 50% Troubleshooting and 50% Engineering. You won't just close tickets; you will write the code, scripts, and automation that fix the root cause. You will also play a key role in our new initiative to deploy AI Agents into the service desk, helping to build, train, and script the actions for our automated support layer.
You will join our global "Follow the Sun" team (meaning you work your local business hours while colleagues in other time zones cover the rest). This role is 50% Troubleshooting and 50% Engineering. You won't just close tickets; you will write the code, scripts, and automation that fix the root cause. You will also play a key role in our new initiative to deploy AI Agents into the service desk, helping to build, train, and script the actions for our automated support layer.
What You’ll Do
- Global Support, Local Hours: Provide deep-dive technical support during your region's business hours, ensuring a clean handover to the next region (e.g., Brisbane/Canada) at the end of your day.
- Code and Automate: Use PowerShell, Python, TypeScript or similar to automate routine fixes. If a manual task takes more than 15 minutes, your goal is to write a script to do it next time.
- Build the Future (AI): Collaborate with the Team Lead to implement and "train" our AI support agents. You will help write the runbooks and logic that allow our AI to triage alarms and perform self-healing actions.
- Cloud Operations: Troubleshoot core AWS services (EC2, S3, RDS, Lambda) using CloudWatch and Systems Manager. You aren't just restarting servers; you are analysing performance metrics to find the bottleneck.
- Windows and Web Deep Dives: Analyse IIS logs, debug App Pool crashes, and manage SSL certificates. You understand what happens "under the hood" of a Windows Server.
- Data Diagnostics: Perform database diagnostics on SQL Server, including writing complex queries to investigate data integrity or locking issues (no "select *" blind guessing).
- Incident Response: Act as the technical responder for critical application or infrastructure faults, distinguishing between a code bug (Escalate to Engineering) and an infra issue (Fix it yourself).
What You Bring
- The "Dev" in DevOps: You have practical experience writing production scripts (Python/PowerShell). You know how to use Git, and you aren't afraid of a command line.
- Technical Depth: Proven experience in L2/L3 support for Enterprise software. You know your way around Windows Server, IIS, and Active Directory.
- AWS Native: You understand the AWS ecosystem. You know the difference between a Security Group and a NACL, and you can navigate an S3 bucket without a UI.
- SQL Competency: You are comfortable writing SQL queries to join tables and filter data for troubleshooting.
- Problem Solving: You troubleshoot from first principles (Logs -> Metrics -> Replication) rather than just rebooting and hoping.
- AI Curiosity: You have an interest in AI/LLMs. Experience with prompting or building simple automations using AI tools is a massive plus.
Why You’ll Love It Here
- No Graveyard Shifts: Our Follow the Sun model means you work a standard day while contributing to 24/7 global coverage.
- Modern Tech Stack: You will be working with AWS, Infrastructure as Code, and AI agents—not stuck supporting legacy on-prem systems forever.
- Engineering Culture: We value technical skills. If you want get AWS certified, we support that.
- Hybrid Flexibility: 3 days in-office, 2 days WFH for balance and focus
- Wellbeing Support: Access to our Employee Assistance Program (EAP) for confidential support
- Inclusive Culture: Collaborative, low-ego, and engineering-led environment
- Zoot Learning Academy: Access to our online learning platform
- Paid Parental Leave: Company-funded support for growing families
About Deswik
We are a global leader in mine planning software and consulting, trusted by 900+ operations worldwide. With 500+ professionals across 17 countries, we are driving mining’s digital transformation.