About the role
At CES, we have ambitious targets to keep billions of drink containers out of landfill and transform them into resources that can be used again and again. Our in-house designed SaaS suite supports this mission.
Our Support Engineers are the bridge between our customer support teams and Engineering teams across different technical domains. As the Lead Support Engineer, you’ll collaborate closely with these teams to analyse issues escalated from the service teams, triaging based on priority and impact, and helping to optimise overall L3 team ways of working. You will take on complex bug fixes yourself, and delegate simpler bug fixes to the other L3 engineers.
You will assist our engineers and customers to adopt and use the shared infrastructure, services and tooling in the most effective way by identifying improvements and automating where possible.
You will be embedded in a team within the engineering organization, and you’ll help provide a world class support experience, improving engineering efficiency, developer experience and customer outcomes.
We need a hands-on developer who has professional experience working on backend systems, frontend systems, and databases. You are interested in adding new hands-on experience with technologies to your skillset, and can bring high quality solutions to complex problems. You are proactive and keen to learn and grow your skills on the job.
Our projects are heavily Java focused, primarily on Kubernetes and Event Streaming technologies. We are building a cloud-agnostic architecture, and we will need you to help support and enhance our applications across all this.
If you are a graduate engineer, ideally with 4-5 years’ work experience helping customers overcome their issues with applications and infrastructure in an L1, 2 or 3 production or application support role – explore working with us! You will have modern tech, a collaborative team, career opportunities, enjoy hybrid working and support a great environmental purpose!
Key Responsibilities include:
- Provide production support for CES systems, taking ownership of debugging and fixing complex issues.
- Lead the L3 team to be technically efficient, effective, and well organised.
- Automate repetitive tasks and improve workflow to reduce unnecessary workload.
- Analyse operational metrics and trends in customer queries to identify friction.
- Coordinate inbound and outbound communication between the L3 team and the other internal teams.
- Unblock customer teams and internal teams and help resolve their issues.
- Provide ideas and approaches to reduce support load and future improvement.
- Design improvements in consultation with the Architecture/Platform and DevOps teams.
- Enhance self-serve capabilities through high-quality documentation and training.
About you:
- Bachelor’s Degree in Computer Science or equivalent
- 4+ years' professional work experience reading and writing code in backend systems - Java is a MUST have; any other backend experience is a plus.
- Experience writing complex SQL queries
- Experience with CI/CD and DevOps tools including GitHub Actions
- Experience with leading, or as a senior on a high performing L3 team
- Motivated and interested in learning modern technologies
- Good communication skills with a passion for good user/customer experience
- High attention to detail as well as the ability to understand abstract concepts
- Familiarity with modern development best-practices and operational requirements including ITIL (certification is nice to have but not essential)
- Experience developing modern Java and JavaScript applications is a big advantage
- Familiar with Atlassian tools (Confluence, Jira)
- Any experience with helpdesk software and ticketing tools (like Zendesk, ServiceNow) is helpful
- Some knowledge or experience with leading cloud platforms e.g. AWS
A big plus:
- Experience supporting engineering teams in technical domains and/or supporting production applications and databases
- Experience supporting Kubernetes / Docker based applications
- Experience supporting databases like Oracle / Postgres
Why work with us?
- We are an IT-led organisation with a high performing team working for purpose – our contribution to recycling and the circular economy positively impacts communities and the environment.
- We offer flexible working arrangements to help you fit work around your life - our IT team get together twice a week in our office to collaborate (and enjoy the incredible harbour views!).
- CES has an exponential growth plan, so there are lots of development and learning opportunities.
- Business stability – owned by 2 large multinationals
The recycling industry is growing, and it needs great people to support this growth. If you'd like to be considered for this role, please apply now!
About CES
Accelerating the transition to a circular economy
We are proud to be an active contributor in the circular economy through container deposit schemes (10c refund for eligible drink containers). We help our scheme partners to recycle close to 10 million drink containers every day, diverting them from landfill into the circular economy.
Our technology and services enable the circular lifecycle of drink containers. We have a large in-house software engineering team using modern technology stacks to develop and support our products. As well as a suite of SaaS products, our range of business services includes accounting, payments, brand & marketing, materials trading, HR, customer service and support.
CES was formed in 2017 as a joint venture between Lion and Coca-Cola Europacific Partners and has grown rapidly. We are headquartered in North Sydney, near public transport with beautiful harbour views. Our teams are passionate about our mission to ensure valuable materials are recycled and not wasted. We provide an inclusive culture, hybrid and flexible working and career development to bring the best out in our people.
Originally known as Container Exchange Services, we have rebranded to Circular Economy Systems to recognise our vision to be leaders in the transition to a circular economy.
To learn more, please visit our website: https://circulareconomysystems.com and follow our LinkedIn page https://www.linkedin.com/company/circulareconomysystems for industry and company updates!
NOTE: We can only consider candidates with full Australian work rights in place; no agencies please!
