Infrastructure Support Engineer – Australia

Infrastructure Support Engineer – Australia

Content Guru is a leading global provider of enterprise cloud Customer Experience (CX) and contact centre solutions, and we are at the forefront of the Generative AI evolution.

As part of our continued global expansion, we’re looking for multiple Infrastructure Support Engineers to join our brand-new Sydney office and support the delivery and operation of our global cloud platform.

This is a rare opportunity, combining the security of joining a well-established global team with the chance to play a key role as one of our first team members in a new country.

What we are looking for…

We’re seeking motivated and technically curious Infrastructure Support Engineers to support a combination of infrastructure operations, customer support, and platform monitoring activities.

You’ll take ownership of incidents, service requests, and platform alerts through to resolution, with a strong focus on learning, quality, and first-time fix. Working closely with experienced colleagues across global teams, you will develop your technical skills while contributing to the stability, security, and performance of our platforms.

This role would suit recent graduates or those with some initial experience in a technical support, infrastructure, or operations environment, who are looking to build a strong foundation within a structured and professional setting.

Location…

This role is based in our Sydney office. There may be occasional travel to data centres or other global offices as required.

Due to the nature of the role, there is an expectation to participate in out-of-hours support, including overnight and weekend shifts on a rotational basis.

Key responsibilities of the role…

Monitoring, Operations & Maintenance:

Monitor platform alerts across NOC and SOC environments, ensuring timely and effective response

Maintain monitoring configurations, observability practices, and scanning tools

Identify recurring issues and contribute to long-term fixes to improve platform stability

Monitor external security notifications and respond as appropriate

Incident Management & Troubleshooting:

Take ownership of incidents, faults, and service requests through to resolution

Diagnose and resolve technical issues using structured troubleshooting approaches

Escalate complex issues appropriately and support incident investigations

Ensure all activities are completed in line with SLAs and internal processes

Customer Support & Service Delivery:

Respond to customer enquiries via telephone, email, and web portals in a prompt and professional manner

Maintain clear and consistent communication with customers throughout issue resolution

Build effective working relationships with customers and internal teams

Ensure customer expectations are managed appropriately at all stages

Change, Deployment & Platform Support:

Support the deployment of new services and upgrades to existing systems

Assist in writing, reviewing, and executing changes in line with established processes

Support lifecycle management of hardware and software across production platforms

Work closely with engineering and project teams to support platform delivery

Security, Compliance & Continuous Improvement:

Support compliance activities, including audits and certification requirements

Contribute to security best practices, including vulnerability management and patch remediation

Identify opportunities for improvement and contribute to operational efficiency

Actively develop knowledge and share learning with colleagues

About you…

Bachelor’s degree in Computer Science or a related subject, or equivalent experience

An interest in infrastructure, cloud technologies, or technical support environments

Some experience in a technical, customer support, or IT role is beneficial but not essential

Familiarity with troubleshooting technical issues or working with IT systems

Understanding of networking, infrastructure, or security concepts is advantageous

Awareness of ticketing systems or structured support processes is desirable

Strong problem-solving and analytical skills

High attention to detail and a methodical approach to work

Clear written and verbal communication skills

Willingness to learn and develop within a structured, team-based environment

Professional and collaborative approach to teamwork

About the Company…

Content Guru is the largest privately owned provider of Customer Experience (CX) and Contact Centre as a Service (CCaaS) in Europe. With modern offices in the UK, Germany, Japan, the Netherlands, Portugal, the US, Greece, and now Australia, our award-winning cloud technology powers mission-critical services for some of the world’s biggest organisations.

Our goal is to enhance the way the world communicates, enabling seamless interactions across voice, video, chat, email, and more. We exist to make engagement easy – over any channel, anytime, anywhere.

We are an equal opportunities employer and consider all qualified applicants regardless of race, gender, religion, orientation, disability, or any other protected characteristic. We are committed to creating an inclusive workplace where individuals can thrive and grow.