Senior Application Support Engineer

Summary

Join Zeller as a Senior Application Support Engineer and become a key member of a team dedicated to providing excellent and highly available service delivery. You will be a primary point of contact for escalated product issues, working closely with various teams to resolve complex technical problems. Responsibilities include improving service delivery, investigating and resolving issues, and sharing knowledge with partner teams. The ideal candidate possesses a strong technical background, experience in software companies with customer-facing products, and excellent troubleshooting and communication skills. Zeller offers a competitive remuneration, a supportive work environment, excellent parental leave, a fully remote role, and numerous professional development opportunities.

Requirements

• You have the ability to manage multiple, competing tasks & priorities with ease in a fast-moving environment while maintaining a high level of attention to detail
• 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)
• Automation mindset with the view to improve existing processes/procedures using available automation tools wherever possible
• Strong documentation and knowledge sharing skills
• 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 primary point of contact for escalated product issues from Zeller’s account and customer success teams
• Work closely with Development, QA and Product Teams to find short and long-term solutions to issues that affect customer experience
• 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