Senior Application Support Engineer

Summary

Join Zeller, a fast-growing Australian scale-up reimagining business banking and payments, as a Senior Application Support Engineer. You will be a key member of a team responsible for the service delivery supporting over 85,000 Australian businesses. This role involves hands-on service delivery, managing escalated product issues, investigating and resolving complex technical problems, and collaborating with various teams. You will leverage your technical expertise in AWS, SQL, and other tools to ensure excellent service availability. The ideal candidate possesses strong technical skills, excellent communication abilities, and experience in a customer-facing product environment. Zeller offers a fully remote role with competitive remuneration and numerous benefits.

Requirements

• Experience in software companies with a customer facing product is highly valued
• You have the ability to manage multiple, competing tasks & priorities with ease in a fast-moving environment
• A strong technical background with excellent troubleshooting, analytical and data skills. This should include familiarity with AWS services (or similar), an active SQL skill set, experience with release management toolset and service reporting tools (datadog or similar)
• Excellent communication skills and the ability to build strong partnerships with engineering, QA, and customer facing teams
• Demonstrated experience participating in change management and incident response processes
• Excitement and drive to work in a product company that delivers mission critical financial services

Responsibilities

• Deliver projects that improve the service delivery of Zeller’s Application Support team
• Be a senior member of a small team, but is still principally involved in hands-on service delivery
• Be a primary point of contact for escalated product issues from Zeller’s account and customer success teams
• Own and orchestrate the triage, investigation and resolution of complex technical issues driving the pace of resolution and communicating well-thought out and reliable direction
• Be an expert in the products and workflows you support and promote and share that knowledge to our partner teams
• Using your technical expertise, participate in application monitoring using logs, data stores, internal tools and dashboards
• Be a part of our incident response team, responding to alerts and bearing some on-call responsibilities

Preferred Qualifications

Payments experience is highly valued but not required

Benefits

• Competitive remuneration
• A balanced, progressive, and supportive work environment
• Excellent parental leave and other leave entitlements
• Fully remote role
• Annual get together with the team
• Endless learning and development opportunities
• Plenty of remote friendly fun and social opportunities - we love to come together as a team
• An ability to influence and shape the future of Zeller as our company scales both domestically and globally
• Being part of one of Australia’s most exciting scale-ups