Product Support Engineer Expert

About us, we're champions for businesses of all sizes and proud to be a fast-growing company 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. So we're hard at work building the tools to make it happen.We're growing fast backed by leading investors and bring together a global team of passionate payment and tech industry professionals. With an exciting roadmap of innovative new products under development we are building a high performing team to take on outdated banking solutions.About the roleThe product engineering team owns the software infrastructure and customer experience that enables more than 85,000 Australian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 Product Support Engineer you will be a leading member of the team that shapes and owns our commitment to excellent and highly available service delivery.ResponsibilitiesDeliver projects that improve the service delivery of our Application Support teamWe are looking for someone to be a senior member of a small team but is still principally involved in hands-on service deliveryBe a primary point of contact for escalated product issues from our 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 responsibilitiesWhat skills and experience we are looking forWe're a product driven company 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 processesPAYMENTS experience is highly valued but not requiredExcitement and drive to work in a product company that delivers mission critical financial servicesThe tools we use to get the work doneFamiliarity with these services or close equivalents is appreciated but we do not expect you to have used all of them.We use Hubspot as 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 SentryWe integrate with many third parties particularly point of sale systems. Familiarity with POS or managing issues with third party partners is valued],