Senior Technical Support Engineer

Responsibilities

• Own support cases from customers, colleagues, and partners, prioritizing appropriately and delivering clear solutions through email and screen sharing.
• Troubleshoot error messages and unexpected behavior, identify root causes, and deliver technical resolutions.
• Perform backend configuration work, including data transformations, uploads, and migrations.
• Handle L1, L2, and L3 support cases for assigned solutions and SME specializations, including technically demanding cases.
• Lead L3 case resolution end to end and coordinate with Engineering from triage through remediation.
• Serve as the primary Support representative during P2 incidents and co-lead P0/P1 response with Support leadership.
• Develop and maintain expertise in at least four SME areas.
• Use internal admin tools to retrieve and modify account data through CRUD operations.
• Use session replay, log analysis, browser developer tools, and API clients to troubleshoot issues.
• Collaborate through daily standups and internal Slack discussions.
• Mentor fellow Technical Support Engineers through shadowing, ticket reviews, and live ticket collaboration.
• Partner with local colleagues on regional customer implementations and post-launch initiatives.
• Contribute to APAC planning, reporting, special projects, and departmental initiatives.

Requirements

• Typically 7–10 years of experience in Technical Support, IT, or a related technical field.
• High emotional intelligence and the ability to assess urgency while providing accurate, timely, and empathetic support.
• Strong critical-thinking, troubleshooting, diagnostic, and problem-solving abilities.
• Technical aptitude and the ability to learn complex, evolving products quickly.
• Strong written and verbal communication skills for technical and non-technical audiences.
• Team-first approach and experience collaborating cross-functionally with Engineering, Product, and Customer Success.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Experience with ticketing systems such as Zendesk, Salesforce, or JIRA.
• Comfort using AI-assisted tools for case summarization, knowledge retrieval, and troubleshooting.

Nice-to-haves

• Experience in a B2B fintech SaaS environment.
• Experience troubleshooting cloud-based platforms or enterprise applications, especially ERPs or accounting and finance tools.
• Familiarity with regex, JSON, or basic scripting for log analysis, data troubleshooting, and API debugging.
• Knowledge of OAuth, SAML, SSO, SFTP, and REST APIs.
• Hands-on experience with AI-powered support tools, automation strategies, or chatbot-based ticket deflection.
• Familiarity with session replay and log analysis tools.
• Experience mentoring or training team members during tickets, projects, or escalations.
• Degree in Information Systems, Information Technology, Business, Finance, Accounting, Engineering, Communications, Technical Writing, or a related field.
• Multilingual support experience, such as English-Mandarin or English-German.

Compensation and benefits

• Hybrid role based in Sydney, with four days per week in the Sydney CBD office.
• Visa sponsorship is not available.