Principal Engineer - Product Support (Azure Cloud and DevOps)

We are on the hunt for a Principal Engineer with skills in automation within Azure Cloud & DevOps, to work in our product team and provide overall technical support for Dr. Migrate and other LAB3 products that accelerate transformation and unlock the power of cloud computing. Based anywhere in Australia or New Zealand, you will be a key player in product release cycles and the ultimate escalation point for all technical support matters.


The role: 

• Triage and diagnose deployment issues: effectively investigate, troubleshoot, and resolve deployment issues raised by customers and partners; provide expert guidance and root cause analysis to address complex technical challenges.
• Identify & diagnose bugs/ defects: Proactively identify and diagnose bugs or defects in the product and provide detailed analysis for resolution. Collaborate with the development team to assist in bug fixing and release planning.
• Continuous improvement of internal tools and automation: Drive continuous improvement initiatives by enhancing internal tools, automating repetitive tasks, and optimizing workflows. Develop and implement automation strategies using PowerShell scripts and other automation tools to reduce manual effort, increase efficiency, and streamline product support processes.
• Collaborate with the product development team: Work closely with the product development team to provide feedback, troubleshoot and resolve product-related issues. Discuss and implement new features and enhancements to improve product reliability and functionality.
• Documentation and knowledge base maintenance: Ensure that all support-related documentation is created, updated, and maintained regularly. Contribute to a knowledge-sharing culture within the team by creating detailed articles, FAQs, and troubleshooting guides for internal and external use.
• Release Management: Collaborate with the team to ensure the smooth deployment of new product versions, patches, and updates. Assist in release testing and validation to ensure quality and compatibility across different environments.
• Patch and maintain deployed products: Plan, execute and oversee the patching and maintenance of deployed products to ensure that customer environments remain secure, stable, and up to date, with minimal disruption to customers.
• Customer engagement and issue resolution: Act as a key point of contact for escalated technical issues, ensuring prompt and thorough resolution. Work with customers to understand their needs, provide solutions, and offer guidance on best practices.
• Mentorship and knowledge sharing: Provide mentorship, share expertise and encourage the growth of best practices within the support and development teams, helping junior engineers develop their technical skills and problem-solving capabilities.
• Performance and scalability analysis: Analyse the performance and scalability of deployed systems, identifying potential bottlenecks and areas for improvement. Collaborate with the product team to implement enhancements that improve system performance.
• On-call Support and incident management: Provide on-call support for critical incidents or system failures, ensuring rapid resolution and minimal downtime. Lead incident response efforts and perform post-incident analysis to improve future response times.
• Collaboration with external stakeholders: Ensure seamless communication and cooperation with all parties involved in the product's lifecycle (third-party vendors, contractors, and external partners) to troubleshoot and resolve integration-related issues.
• Quality Assurance and Testing: Contribute to the development and execution of test plans for new product versions, patches, and bug fixes to ensure quality and reliability in all releases.
• Innovation: Stay updated with industry trends, emerging technologies, and best practices.  Innovate and propose new solutions to improve the Dr Migrate product suite and the overall support process.

The ideal candidate: 

• An experienced Microsoft Azure Cloud and DevOps lead engineer, you will have a solid background in troubleshooting and resolving complex, escalated issues
• You will have the ability to mentor and lead junior engineers.
• Will possess strong, demonstrable experience in developing PowerShell modules, or other scripting languages
• Must have strong demonstrable experience in GitHub, code management, CI/CD practices & actions
• Will have strong experience in Azure Migrate and performing migrations in large scale environments, including knowledge of on-premises infrastructure
• Must have strong networking concepts, experience of API development and usage, along with the ability to administrate PowerBI (permissions, workspaces etc.)
• Will have excellent communication, problem-solving and customer service skills

What's in it for you? 

• Contribute to the success of a product that is making its mark on the global stage, at the cutting edge of innovations in technology. #winwithus
• Be part of a company that is leading the way in automation and efficiency, accelerating transformation and unlocking the power of cloud computing #thinkahead 
• Work with some of the industry's leading tech professionals - we are proud to have some of the best. #teamup 
• Thrive in a team that is always learning, always innovating and making waves on a global scale. #standout 
• Be part of a supportive working environment that values inclusion, flexibility, diversity and differences. #betrue 
• Ultimately, we will help you to fear less and achieve more in a fast paced, innovative and cool environment - are you ready to accept the challenge? #fearlessachievemore 
• Flexible and remote working options #flexit

Apply now to take the first step in becoming a part of an amazing product team!  

#LI-GS1