Product Support Engineer
Perth · Sydney · Alexandria, AUS (SYD-11) · 5+ years experience · Full-time · Posted Oct 18, 2026
At a glance
- Experience
- 5+ years experience
- Employment
- Full-time
- Location
- Perth · Sydney · Alexandria, AUS (SYD-11)
About the role
- Product Support Engineers maximize the operational availability of the Dive-XL fleet by serving as the bridge between field operations and engineering design.
- The role requires providing on-call engineering support, root cause analysis, and driving reliability improvements for autonomous undersea vehicles.
Responsibilities
- Provide on-call engineering support to the teams operating and maintaining fielded AUVs, including outside business hours on a rotating roster
- Establish what happened from logs, telemetry, configuration and maintenance history, bound the issue to a subsystem and failure mode and define workarounds that restore capability
- Plan and lead root cause investigations to a defensible conclusion — systemic or isolated, and whether design, production, maintenance or operation induced
- Chair Material Review Board dispositions and manage fleet-wide system limitations, including whether to operate in a degraded state
- Turn fleet data into engineering recommendations and requirements, and drive those changes through the design teams
- Build the monitoring, alerting and diagnostic tooling that surfaces problems before the field reports them, and the run books and knowledge base that shorten every response
- Author and distribute service bulletins, and track incorporation across the fleet to completion
- Create or approve operations, troubleshooting, incident response and maintenance publications
- Govern the as-maintained configuration and SBOM
Requirements
- A genuine interest and 5+ years of professional experience in software, electrical, mechanical, mechatronic or systems engineering on complex systems
- Demonstrated ability to independently root cause difficult, ambiguous faults from limited or conflicting data
- Hands-on experience with real hardware in an operational, field, integration and test, production or maintenance environment
- Sound engineering judgement under time pressure, including assessing the acceptability of degraded operation
- Strong coordination and communication, able to own an issue, manage stakeholders and drive it to resolution or a clean handover, and to explain a technical finding to engineers and non-engineers
- Experience with configuration management, engineering change processes, and fleet-wide change incorporation
- A sincere commitment to a positive, inclusive, and collaborative culture
- Ability to obtain and maintain a NV2 Security Clearance
Preferred qualifications
- Experience with robotic and/or autonomous systems within the maritime environment is advantageous
