Platform Support Engineer

Platform Support Engineer - Contract Position - HIRING ASAP Location: Hybrid in London office Start Date: ASAP Duration: 3 months (extension after) Daily Rate: £300 - £400 per day outside IR35 Summary of what we’re looking for

• We need someone who is excellent with people, stays calm under pressure, pays close attention to detail, and has the judgment to know when to escalate and when to act independently.
• The role is predominantly support-facing, serving internal teams including developers, traders, and operations.
• Think of it as an internal client-facing role with a technical infrastructure backdrop.

Key Skills

• 3+ years in a Platform Support Engineer, DevOps, or similar role
• A track record of delivering high-quality support to internal or external clients, with strong communication and responsiveness.
• Experience working in financial services is preferred but not required.
• AWS, Ansible, Terraform, GitLab CI, Linux are the core technical areas.
• Strong knowledge of AWS (equivalent to AWS Associate Certification level) across a multi-account, multi-region environment.
• Proficiency in Terraform and Ansible for infrastructure and server management.
• Experience with Docker or managing EKS clusters and containerised applications.
• Experience supporting CI/CD pipelines, ideally with GitLab CI.
• Strong understanding of Linux systems, including diagnosing and resolving common issues.
• Familiarity with observability tools such as Prometheus, Grafana, and OpenSearch.
• Good understanding of networking concepts, including connectivity, latency, and routing.
• Knowledge of cloud and network security principles.
• Strong troubleshooting and problem-solving skills, with a natural curiosity for understanding root causes.
• Ability to communicate technical concepts clearly to non-technical users.
• The team uses Teleport as its primary identity and access management platform. Prior experience is not required, but candidates should be comfortable picking it up quickly.

Responsibilities

• Serve as the primary point of contact for infrastructure-related support requests, building strong working relationships with teams across the business.
• Respond to Slack and support queue requests promptly, taking time to understand each request fully before acting and keeping users informed of progress and timelines throughout.
• Maintain clear and up-to-date ticket records so that the team always has visibility of what is in flight.
• Work within agreed SLAs and help users understand what to expect and when, including when a request needs to be prioritised, routed to another team, or scheduled.
• Bring a security-conscious mindset to every request, understanding when to proceed independently, when to involve the security team, and when compliance or operational constraints apply.
• Build user confidence in the support function by being reliable, transparent, and easy to work with.
• Troubleshoot and resolve issues related to infrastructure, applications, and configurations, ensuring minimal downtime.
• Promote self-service solutions and help users help themselves where possible, reducing repetitive requests over time.
• Support and manage infrastructure in AWS, including EC2, S3, IAM, EKS, and VPCs.
• Configure and manage Servers using Ansible for operational consistency.
• Use Terraform to manage infrastructure changes and resolve support-related issues.
• Support CI/CD pipelines and assist teams with pipeline-related issues using GitLab CI.
• Support hybrid infrastructure, including workloads in AWS and physical Servers in data centres near exchanges.
• Participate in the out-of-hours support rota, ensuring business continuity.
• Maintain and update documentation to support repeatable, high-quality service delivery.
• Leverage AI-assisted development tools productively while applying sound engineering judgment to all outputs.
• Work in a non-tiered support model where any incident may go to any engineer on call.
• Develop broad exposure to the infrastructure estate while operating within agreed runbooks for production systems.

• We need someone who is excellent with people, stays calm under pressure, pays close attention to detail, and has the judgment to know when to escalate and when to act independently.
• The role is predominantly support-facing, serving internal teams including developers, traders, and operations.
• Think of it as an internal client-facing role with a technical infrastructure backdrop.

Key Skills

• 3+ years in a Platform Support Engineer, DevOps, or similar role
• A track record of delivering high-quality support to internal or external clients, with strong communication and responsiveness.
• Experience working in financial services is preferred but not required.
• AWS, Ansible, Terraform, GitLab CI, Linux are the core technical areas.
• Strong knowledge of AWS (equivalent to AWS Associate Certification level) across a multi-account, multi-region environment.
• Proficiency in Terraform and Ansible for infrastructure and server management.
• Experience with Docker or managing EKS clusters and containerised applications.
• Experience supporting CI/CD pipelines, ideally with GitLab CI.
• Strong understanding of Linux systems, including diagnosing and resolving common issues.
• Familiarity with observability tools such as Prometheus, Grafana, and OpenSearch.
• Good understanding of networking concepts, including connectivity, latency, and routing.
• Knowledge of cloud and network security principles.
• Strong troubleshooting and problem-solving skills, with a natural curiosity for understanding root causes.
• Ability to communicate technical concepts clearly to non-technical users.
• The team uses Teleport as its primary identity and access management platform. Prior experience is not required, but candidates should be comfortable picking it up quickly.