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.