Engineering Support and Infrastructure Manager (Remote)

Job Description

Purpose

The purpose of the Engineering Support and Infrastructure Manager role is to enhance our software engineering capabilities by managing infrastructure, security, compliance, and operational needs, enabling the product and engineering teams to focus on core product development. This role integrates cross-functional responsibilities across Product, Software Engineering, Customer Success, and Information Technology needs. Reporting to the Head of Engineering, this position will evolve to coach the engineering team in specialized areas and eventually lead a team—internal or outsourced—to extend these capabilities.

Responsibilities and Tasks

Lead infrastructure initiatives for engineering and company-wide needs, including AWS management, GitLab administration, and information management systems.

Manage corporate IT responsibilities, including Google account administration, user account setup, onboarding and training, and overseeing software licensing and purchasing, and training on software systems.

Own and manage security initiatives, including SOC2 compliance, security controls, penetration testing, and integrating security practices into infrastructure and operational activities to safeguard against vulnerabilities.

Guide engineering teams in the effective use of DevOps practices, enhancing CI / CD pipelines and SCM activities.

Serve as the point of contact for US time zone Support Engineering activities or managing an outsourced global contract to do handle the same, bridging Customer Success and Product Development, aiding in a timely resolution of complex incidents by investigating at all levels of our stack—application, infrastructure, and codebase—to ensure a seamless customer experience. (note : this role does not require nor expect the ability to write production code, rather to understand and trace)

Coach the engineering team on best practices related to infrastructure, security, and operational tooling, and lead a specialised team supporting these areas.

Qualifications

Infrastructure Management (Critical)

Strong experience in managing infrastructure and IT needs across different environments, ensuring scalability and optimal performance.

Develop and maintain policies for reliable, scalable, and secure infrastructure use.

DevSecOps Practices (Critical)

Integrate security practices into infrastructure and operations, overseeing penetration testing and compliance enforcement.

Ensure secure infrastructure through multi-layered testing, including CI / CD tools for seamless integration and deployment.

Support Engineer (Critical)

Bridge the gap between Customer Success and Product Development, focusing on resolving complex infrastructure-level issues.

Being able to read and understand existing code and algorithms to effectively support Customer Success and ultimately customers.

Maintain a strong user focus to ensure a seamless customer experience, aligned with business objectives.

Problem-Solving and Innovation (Critical)

Analyse complex problems, identify underlying causes, and create innovative and effective approaches and solutions, including in an environment incorporating software and hardware systems.

Strong analytical and critical thinking skills to break down intricate problems into manageable components

Incorporate scientific research skills to systematically explore new ideas and validate assumptions.

Software Development Practices (Core)

Apply agile development practices focused on collaboration, quick feedback, and continuous improvement.

Guide engineering teams in the effective use of DevOps practices, including CI / CD and SCM activities.

Agile Project Approaches (Core)

Understanding and contribution to the product vision, strategy, and roadmap

Work closely with product managers, engineers and other stakeholders to address multifaceted business challenges.

Proficient in collaborative autonomy and feedback-driven development practices that enable regular delivery of value while providing steer-ability, rhythm, and safety.

Continually reflecting on and striving to improve our techno-economic system (people, process, tools) to enhance efficiency and effectiveness

Leadership and Growth Potential (Core)

Capable of stepping into a leadership role, mentoring others, and scaling a team that supports operational excellence.

Able to build and lead a specialised team, internal or external, to support infrastructure, tooling, and operational needs, contributing to strategic decisions.

User and Commercial Focus (Beneficial)

Develop a deep understanding of the problem domain to ensure that ML solutions are relevant, aligned with user needs, and support business goals.

Maintain a strong user focus, ensuring that projects deliver clear benefits to users and meet commercial objectives.

Communicate complex technical concepts to non-technical stakeholders, providing clear insights and recommendations.

Personal Behavioural Competencies

Initiative & Drive : The ability to self-start, make decisions, and see tasks through to completion, even in the face of obstacles. Works with sustainable intensity and flexibility, equitably contributing beyond regular working hours as needs arise.

Objectivity & Adaptability : The capacity to deal with problems based on the actual conditions that exist, and the flexibility to adapt to changing situations.

Critical Thinking : The ability to evaluate a situation from multiple perspectives to find the best possible solution.

Empathy & Humility : A strong understanding of and sensitivity towards the user experience, colleagues, and existing context, alongside the humility to listen to feedback to adapt designs, implementations, and behaviours accordingly, recognise the limits of one's own knowledge, and value diverse perspectives.

Curiosity & Learning : A desire to continually learn, improve, and apply new knowledge to improve your own capabilities and job performance.

Communication : Strong communication skills, with the ability to convey ideas and concepts clearly and sensitively, work effectively within a diverse team, and engage both technical and non-technical colleagues.

Additional Information

Ideal Candidate

The ideal candidate is an experienced manager who has worked extensively with infrastructure, DevOps, and IT operations in a high-tech setting. They thrive in cross-functional environments, take pride in ensuring robust and secure systems, and are passionate about supporting engineering teams in reaching their full potential. This role is perfect for someone looking to blend hands-on technical work with strategic leadership. Ideally based on the US West Coast for time zone alignment with our biggest customers and overlap with the majority of the engineering and product team located in Australia.