Software Technical Support Engineer; ANZ

Software Technical Support Engineer (4+ years experience) ANZ

Working Arrangement: Remote

Storm Harvester helps wastewater utilities predict and prevent issues like flooding and pollution before they happen, protecting communities and reducing costs. We are the market leader in this space. At its core, Storm Harvester’s advanced anomaly detection system analyzes data from thousands of sensors, turning it into precise, actionable insights that drive smarter decisions.

Storm Harvester is in an exciting growth phase, expanding both nationally and internationally, recently ranked no.1 in the Deloitte Fast 50 growth companies in Ireland. This role will be pivotal in developing the finance team during this growth period, working closely with the UK Managing Director (previously CFO) and the Financial Controller.

We are a high-growth B2B SaaS company operating in the wastewater sector, recently securing significant Series A investment to accelerate our global expansion. Our industry-leading technology empowers wastewater utilities providers to optimize wastewater network management, reduce environmental impact, and drive operational efficiencies. With a market leading presence in the UK and emerging markets in Australasia and North America.

Working within the Support function, and in collaboration with other delivery teams, help enhance the success of our customer deployments and product utilisation. You will do this in both a proactive and reactive mode, where internally we work to enhance and address any potential problems and also to respond to customer queries or issues as they are raised.

This is a technical role but requires good teamwork and communication skills working across internal development and delivery teams, technical account management, and our customers.

You will need to be able to articulate status in terms of delivery of support to customers, and also what is required from other teams to help you make your role successful.

The work is mainly helping customers successfully utilise the Storm Harvester product in helping them manage their supported network elements, make changes/updates/enhancements to existing configurations, and helping fix/address issues when they occur.

• Degree level education in a relevant discipline or equivalent experience
• Min 4 years experience in a Support or developer role involving significant Dev Ops and/or Support responsibilities
• Experience in at least one of the main cloud technologies – AWS, Azure, Red Hat, GCP, IBM Cloud
• Strong working knowledge of Linux
• Experience of building and implementing CI/CD pipelines including working with repos, build automation tools, build orchestration and environment automation. e.g. Jenkins, Git Hub, Git Lab, Cloud Formation, Others
• Experience in implementing tools for logging, monitoring and alerting. e.g. Prometheus, Splunk, Cloud Watch, Nagios
• An understanding or experience of high availability, business continuity and disaster recovery solutions in the cloud
• Strong interpersonal skills in communication with delivery teams and customers

• Experience and understanding of Info Sec security (e.g. ISO
  27001/OWASP/Penetration Testing)
• Experience implementing cloud infrastructure and networking required to host services, including storage, firewall and network configuration
• Experience using
  Jira Service Management (JSM)to manage incidents, requests, and change processes.
• Experience in deploying serverless functions e.g. AWS Lambda
• Cloud certifications
• Experience of Agile Scrum, Lean or Kanban using JIRA, or similar agile tracking tools

• Customer Focus
  • Understand customer configurations
  • Monitor/Assess service against customer SLAs
  • Pick up/Assign customer tickets
  • Drive solutions to any issue/requests
• Troubleshooting Issues
  • identify problems
  • Resolve issues
  • Documentation of issues/solutions and knowledge base updates
• Deployment and Release Management:
  • Define and articulate Support requirements for the product
  • Understand and support any smooth and efficient deployment processes.
  • Help troubleshoot and resolve deployment issues in a timely manner.
• Monitoring and Performance Optimization:
  • Implement monitoring tools and practices to ensure the reliability and performance of infrastructure and applications in Operation.
  • Identify and resolve performance bottlenecks and system failures.
  • Automation of key tasks
  • Identify and implement any process improvements
• Collaboration and Support:
  • Work closely with development, QA to support their infrastructure and deployment needs.
  • Provide technical guidance and support to team members and stakeholders.
  • Provide training to others on Support requirements, needs and methods
• Comprehensive Private Medical insurance including dental and optical provision.

Join us in shaping the future of water and sustainability.