Technical Service Delivery Expert
4 days ago
Job Title: Senior Application Support EngineerAbout UsWe are champions for businesses of all sizes, taking on the ambitious goal of reimagining business banking and payments.We believe in a level playing field, where all businesses benefit from access to smarter payments and financial services solutions that accelerate their cash flow, help them get paid faster, and give them a better understanding of their finances.Our team is passionate about innovation, thriving in fast-paced environments, embracing challenges, hating bureaucracy, and disrupting the status-quo.About the RoleThe product engineering team owns the software, infrastructure, and customer experience that enables more than 85,000 Australian businesses to accept payments and access the financial services they need to run their businesses.As a Senior Application Support Engineer you will be a leading member of the team that shapes and owns Zeller's commitment to excellent and highly available service delivery.ResponsibilitiesDeliver projects that improve the service delivery of Zeller's Application Support teamBe a senior member of a small team, but still principally involved in hands-on service deliveryBe a primary point of contact for escalated product issues from Zeller's account and customer success teamsOwn and orchestrate the triage, investigation, and resolution of complex technical issues driving the pace of resolution and communicating well-thought-out and reliable directionBe an expert in the products and workflows you support and promote and share that knowledge to our partner teamsUsing your technical expertise, participate in application monitoring using logs, data stores, internal tools, and dashboardsBe a part of our incident response team, responding to alerts and bearing some on-call responsibilitiesRequirementsExperience 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 processesPayments experience is highly valued but not requiredExcitement and drive to work in a product company that delivers mission-critical financial servicesTools We UseFamiliarity with these services or close equivalents is appreciated but we do not expect you to have used all of them.- Hubspot is our principal CRM and where we track our support tickets. We also use Jira in conjunction with our engineering teams.- The systems we support run in browsers, mobile applications, and payment terminals. The backend systems we support use AWS and are principally written in Typescript on a lambda, postgres, DynamoDB stack and using an event-driven architecture.- We monitor our products using tools and dashboardings in products like Datadog and Sentry- Zeller's payment services integrate with many third-party partners, particularly point-of-sale systems. Familiarity with POS, or managing issues with third-party partners is valued.
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