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 the product engineering team, responsible for the software, infrastructure, and customer experience supporting over 85,000 Australian businesses. This role involves hands-on service delivery, acting as a primary point of contact for escalated product issues, and driving the resolution of complex technical problems. You will leverage your technical expertise in AWS, SQL, and various monitoring tools to ensure excellent service availability. The ideal candidate possesses strong technical skills, excellent communication, and experience in incident response and change management. Zeller offers a fully remote role with competitive remuneration and numerous benefits.

Requirements

• Zeller is a product driven startup with a deep care for the quality of service we provide. 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
• We are looking for someone to 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