USD per year
Swat Engineer
About the Team
Miro’s Customer Support organization partners closely with Engineering to protect product quality, accelerate incident resolution, and remove recurring friction for customers. SWAT stands for Stabilization, Workaround, Advocacy, and Triage. The SWAT team sits at this intersection, owning high‐impact escalations, driving proactive fixes, and building internal tooling that improves responsiveness and reliability. We strive to provide the highest quality of service with a sense of empathy and passion, and exceed our users' expectations by always thinking one step ahead when providing solutions. The SWAT team plays a major role in Miro's Customer Support organization, handling the tough, technical, and complex escalations and issues to ensure continuous coverage for our global customers. Across 4-5 different support hubs around the globe, we all work together to play as a team to win the world! Mironeers work in a hybrid model, with 2 days a week in our vibrant Sydney hub as our baseline. We would love the person who accepts this role to live Sydney or surrounding areas to participate in hub activities and office culture where possible! However, we are flexible with working from home when needed.
About the Role
As a SWAT Engineer I, you’ll be a technical responder for complex customer‐reported issues and production incidents. You will investigate quickly, triage precisely, collaborate across Engineering and Support, and turn learnings into durable fixes, processes, documentation, and tooling. This role participates in a structured follow‐the‐sun on‐call rotation for high‐priority incidents to keep customers unblocked and informed.
What you’ll do
- Dive into investigations for complex customer‐reported and production issues, isolate root causes, and drive resolution or escalation with clear SLAs
- Triage and prioritize escalations, maintain a visible, data‐driven backlog of trending defects, and improvements
- Identify and maintain lightweight internal and external tools/workflows that streamline diagnostics, triage, and mitigations for Support and partners
- Ability to unblock escalations with fast triage, decisive action, collaboration, and clear updates
- Provide technical leadership and coaching experience of peers and team members
- Contribute to RCAs and preventive actions, convert incident learnings into docs, runbooks, and product feedback
- Partner with Engineering, Product, Security, Legal, and CS to ensure safe, timely customer communications and fixes during incidents
- Participate in a regional, follow‐the‐sun on‐call rotation for high‐priority incidents
What you’ll need
- 3–6+ years in Technical Support Engineering or Sustaining Engineering roles involving complex technical issue resolution
- Strong troubleshooting skills across software systems including cloud services
- Experience collaborating cross-functionally with engineering teams
- Familiarity with incident management processes including RCA (Root Cause Analysis)
- Ability to develop internal tools or workflows that improve operational efficiency
- Excellent communication skills both written & verbal
- Leadership or coaching experience preferred but not mandatory
- Willingness to participate in on-call rotations across time zones
What's in it for you
- Competitive salary package commensurate with experience & skills (estimated $80k-$120k USD equivalent)
- Hybrid work model: mix of office presence & remote flexibility
- Opportunity to work at a fast-growing tech company impacting millions globally
- Collaborative & supportive team culture focused on learning & growth opportunities
- Access to latest tools & technologies used by industry leaders
About Miro
Miro is a leading online collaborative whiteboard platform designed to enable teams worldwide to work more effectively together remotely or in person. We value diversity & inclusion deeply; our teams are made up of people from many backgrounds who bring unique perspectives. Our mission is empowering teams everywhere by providing intuitive tools that foster creativity & innovation. We are committed to sustainability & social responsibility initiatives aligned with global standards. Join us if you want your work to have real impact!
Miro is a visual workspace for innovation that enables distributed teams of any size to dream, design, and build the future together. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Their mission is to empower teams to create the next big thing.
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