Cloud Support Engineer

About nimbus

At nimbus, we're on a mission to empower organisations through smarter workforce software. We support enterprise organisations to optimise how their people work, wherever they are. Our integrated solutions bring together workforce scheduling, award compliance, people management, and business continuity into one integrated platform, purpose-built for the complexity of Australia's workforce landscape and beyond.

As one of Australia's fastest-growing technology innovators, nimbus partners with leading ASX-listed organisations, major government agencies, and global enterprises across Australia, New Zealand, the UK, Asia, and the United States. With decades of workforce management expertise behind us, we're at an exciting inflection point in our growth, and we're looking for talented people to grow with us.

This is a genuine opportunity to join a company that believes technology should empower people, not replace them. You'll be part of a team that takes pride in doing what we say, building on trust, and putting customer outcomes first, every single day.

About the role The CloudOps Support Engineer is a hands-on technical role focused on investigating issues, performing root cause analysis, and enabling the Support team to resolve issues independently.

This role sits at the intersection of Support, CloudOps, and Development. It is responsible for resolving complex technical issues and for building tools, scripts, runbooks, and documentation that reduce the need for ongoing CloudOps escalation.

There is a requirement to be available after hours from time to time to perform customer upgrades on a periodic basis.

Support escalation & technical investigation

• Act as the entry point for complex technical issues raised by the Support, Professional Services or Development team, into the CloudOps team
• Investigate issues across application behaviour, data, integrations, and cloud infrastructure
• Use SQL to analyse data, identify inconsistencies, and support root cause analysis
• Investigate and diagnose API-related issues, including request/response behaviour, authentication, and integration failures
• Where appropriate, implement fixes directly or coordinate remediation with Development or CloudOps teams
• Ensure all findings, actions, and outcomes are clearly documented in tickets and support systems

Root cause analysis & problem management

• Perform root cause analysis (RCA) on recurring or high-impact issues
• Identify systemic problems and contribute to long-term remediation rather than short-term fixes
• Produce clear RCA summaries that can be understood and reused by Support, CloudOps, and Development teams
• Track follow-up actions to ensure issues are fully addressed and do not recur

Tooling, automation & support enablement

• Identify repeat escalations and areas where Support relies heavily on CloudOps
• Design and build scripts, queries, tools, and diagnostic utilities that enable Support to self-serve where appropriate
• Improve and maintain runbooks, troubleshooting guides, and knowledge base articles
• Work with Support to continuously improve triage quality and consistency
• Reduce manual or repetitive operational work through pragmatic automation
• Exposure to AI agents and prompt engineering to assist in problem analysis and solution design would be beneficial

Cloud & platform operations support

• Support investigation of issues related to cloud infrastructure, environments, and deployments
• Assist with analysis of logs, metrics, alerts, and monitoring data
• Use logging and monitoring platforms (e.g. Datadog, Grafana) to support incident investigation and ongoing operational insight
• Contribute to improving observability and operational insight across the platform
• A working knowledge of Azure cloud infrastructure is an advantage, but deep specialisation is not required at entry

Collaboration & continuous improvement

• Work closely with Support, Development, and CloudOps to improve overall service reliability
• Provide feedback to Development teams where product or platform changes could reduce operational incidents
• Contribute to a culture of learning, documentation, and continuous operational improvement

Responsibilities relating to Information Security

All nimbus personnel are responsible for safeguarding information assets and complying with the company’s Information Security Management System (ISMS).

This includes

• Complying with ISMS policies, procedures, and controls.
• Reporting any actual or suspected information-security incidents promptly.
• Completing required security awareness and privacy training.
• Protecting company and customer data against unauthorised access, disclosure, alteration, or loss.

This role has specific responsibilities, including:

• Implements and maintains secure configurations for cloud infrastructure and CI/CD pipelines.
• Applies least-privilege access controls and monitors system logs for anomalies.
• Participates in security reviews, incident response, and vulnerability remediation.
• Contributes to the continuous improvement of infrastructure-related ISMS controls.

Skills & experience

Essential

• 1–2 years’ experience in software development, CloudOps, DevOps, or a related technical role
• Strong SQL skills, including the ability to query and analyse production data to support investigations
• Practical experience working with APIs (RESTful APIs, request/response troubleshooting, authentication)
• Some scripting capability (e.g. PowerShell, Bash, Python, or similar) for automation and diagnostics
• Strong analytical and problem‑solving skills, with a focus on understanding why issues occur
• Clear written and verbal communication skills, with the ability to explain technical findings to non‑specialists

Desirable

• Exposure to Azure cloud infrastructure (e.g. environments, services, monitoring, or deployments)
• Experience working in or alongside a Support or Operations team
• Familiarity with incident management and escalation processes
• Interest in platform reliability, automation, and operational excellence

What success looks like in this role

• Faster investigation and resolution of complex support escalations
• A measurable reduction in repeat or avoidable CloudOps escalations
• Improved quality of RCA and technical documentation
• Support team members are able to resolve more issues independently using tools and runbooks created in this role

Career progression

This role is designed as a growth pathway into:

• CloudOps / Platform Engineering
• DevOps / Site Reliability Engineering

Ready to join us?

If you're passionate about supporting customers and want to work somewhere that genuinely invests in its people and its product, we'd love to hear from you.

Apply via LinkedIn with your CV and a brief cover note. Shortlisted candidates will be contacted for an initial conversation with our team.

At nimbus, we celebrate the diversity of our business and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, experiences, and perspectives, because we believe great teams are built on different points of view.

You can learn more about who we are and what we do at www.nimbus.cloud

No recruitment agencies please, we've got this!