Platform Support Engineer (Remote - Australian Capital Cities)

TixTrack is an innovative ticketing technology company supporting performing arts and cultural institutions through modern technology, beautifully simple design, and the art of listening. Headquartered in the heart of the Broadway Theatre District, NYC, with a presence across the US and UK, TixTrack's platform Niven is a mobile-first, cloud-hosted solution built for live entertainment and reserved seating. TixTrack Australasia is a partnership between TixTrack Inc.(US) and the Michael Cassel Group (MCG) which provides cutting edge SaaS Ticketing solutions for live entertainment and cultural organisations in Australia and New Zealand, specialising in reserved seating and timed entry, general admission. About The Role The Platform Support Engineer is responsible for propelling operational success and stability, availability, and performance, of our production application flows, during Australian business hours, extending TixTrack’s follow-the-sun coverage model across the US, UK, and AUS time zones. This role is the Nliven platform's first set of eyes each day. The successful candidate shall combine proactive monitoring and SLO stewardship with hands-on support operations, bridging the Platform Engineering team and the Customer Experience side of the organization. This position reports directly to the Managing Director at TixTrack Australasia in relation to employment matters and for work matters reports directly to the Platform Engineering Manager at TixTrack. This position is fully remote. Candidates must be located within one of Australia's capital cities. About You

• You have hands-on experience in a Site Reliability, Platform Support, or DevOps environment within a SaaS organization, and are comfortable working with observability tools like Datadog (or similar) to monitor system health and performance.
• You’re naturally curious and analytical, with a strong ability to spot patterns in platform behavior and turn those insights into meaningful improvements across monitoring, documentation, and system reliability.
• You stay calm under pressure and exercise sound judgment during incidents, are able to quickly distinguish signal from noise, triage effectively, and communicate clearly with both technical and non-technical stakeholders.
• You take ownership from start to finish, working proactively and independently while collaborating seamlessly across distributed teams and time zones to ensure platform stability and a strong customer experience.

What You'll Do

• Observe and monitor platform health daily using Datadog, reviewing alerts, SLO burn rates, and system indicators, at the start of each shift;
• Expand SLO coverage and reporting, maintaining visibility into SLO status, and proactively surfacing violations;
• Tune monitors and alert thresholds to maximize signal and minimize noise, and document findings and changes;
• Identify and close observability gaps, instrumented failure modes, missing dashboards, and blind spots, surfaced through incidents, and CX feedback;
• Author and maintain runbooks for failure modes and support workflows encountered during AUS hours;
• Perform access management and onboarding/offboarding tasks across Cloudflare, Datadog, and Mailgun;
• Participate in the Platform team's tier-2 on-call rotation during AUS working hours and conduct initial triage and activate the appropriate escalation path when warranted;
• Sync weekly with the AUS Customer Experience team to surface observability gaps, runbook holes, and advance notice of upcoming customer activity; and
• Other duties as required.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities, that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice. What You'll Bring Requirements

• Tertiary degree in Computer Science, Computer Engineering, or Information Technology, or equivalent experience.
• 3 + years of successful experience in a Site Reliability Engineering, Platform Support, DevOps, or an observability-focused role within a SaaS environment.
• Hands-on experience with Datadog or comparable observability platform monitors, dashboards, logs, APM, SLO’s.
• Possess the ability to identify patterns in platform behaviour and translate insights into actionable monitoring, documentation, and systems improvement.
• Proven success of sound judgement in issue triage, ability to distinguish signal from noise, escalate appropriately, and communicate clearly under pressure.
• Familiarity with industry regulations, and relevant operational guidelines;
• Preference for experience with Cloudflare, Mailgun and/or similar operational tools. Familiar with Azure infrastructure and cloud networking fundamentals. Experience working within a GitOps infrastructure-as-code- environment.
• Previous exposure to incident management frameworks and post incident practices.

Capabilities And Competencies

• Strong commercial acumen with a results-driven mindset and a focus on delivering measurable outcomes.
• Confident and strong communicator with solid written skills, particularly in async and documentation contexts.
• Exceptional collaboration skills, with a strong customer service mindset towards internal teams and Customer Experience partners.
• Self-motivated and capable of working independently while also thriving in a collaborative team environment.
• Able to work asynchronously across time zones with distributed engineering teams.
• Possess a high level of ownership and accountability, proactively addressing gaps and driving issues through to resolution rather than redirection.
• Unwavering commitment to ethical conduct and discretion in all professional and personal dealings.

Tools You’ll Use

• Slack
• Jira
• Confluence
• GitHub
• Datadog
• Cloudflare
• Mailgun

What We Value

• Integrity
• Accountability
• Innovation
• Respect

Our Commitment to Diversity TixTrack and TixTrack Australasia are committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, or any other status protected under federal and state/territory law. We strive to ensure a welcoming work environment where everyone belongs and is valued, encouraged, & respected. We embrace and celebrate the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace. We are focused on building a culture that acknowledges and values diversity, equity, belonging, and inclusion. What We Offer

• Base annual salary range of A$110,000 - A$145,000 base + 12% superannuation
• Fully remote work environment
• Company-provided computer equipment
• Company contribution toward phone and internet expenses