Act as a primary point of contact for escalated product issues from account management and customer success teams
Serve as a senior member of a small team while remaining principally involved in hands‐on service delivery
Own and orchestrate triage, investigation, and resolution of complex technical issues
Drive resolution pace and communicate reliable direction
Deliver projects that improve Application Support service delivery
Collaborate with Development, QA, and Product teams on short‐and long‐term solutions affecting customer experience
Develop expertise in supported products and workflows and share knowledge with partner teams
Participate in application monitoring using logs, data stores, internal tools, and dashboards
Participate in incident response, including responding to alerts and some on‐call responsibilities
Requirements
Experience in software companies with a customer-facing product is highly valued
Ability to manage multiple, competing tasks and priorities in a fast‐moving environment while maintaining attention to detail
Strong technical background with advanced troubleshooting, analysis, and data skills
Familiarity with AWS services or similar
Active SQL skill set
Experience with release management toolsets and service reporting tools such as Datadog or similar
Automation mindset and ability to improve processes using automation tools
Solid documentation and knowledge‐sharing skills




Excellent communication skills and ability to build partnerships with engineering, QA, and customer‐facing teams
Demonstrated experience participating in change management and incident response processes
Payments experience is highly valued but not required
Familiarity with HubSpot, Jira, browser and mobile applications, payment terminals, AWS, TypeScript, Lambda, PostgreSQL, DynamoDB, event‐driven architecture, Datadog, Sentry, Segment/Mixpanel, POS systems, third‐party partners, Slack, and Zapier is appreciated but not required
Core Competencies
Demonstrates strong technical expertise in troubleshooting and resolving complex product issues while effectively collaborating with cross‐functional teams.
Proficient in application monitoring, incident response, and process improvement through automation.
Highest‐signal resume keywords
Advanced Troubleshooting
Active SQL Skill Set
AWS Services Familiarity
Release Management Toolsets
Incident Response Participation
ATS Optimization Keywords
Hard Skills
Troubleshooting
Data Analysis
Process Automation
Documentation
Change Management
Soft Skills
Excellent Communication
Attention to Detail
Ability to Manage Competing Tasks
Industry Keywords
Application Support
Customer‐Facing Product
Payments Experience
Incident Response Processes
Event‐Driven Architecture
Tools & Technologies
Datadog
Jira
AWS
TypeScript
PostgreSQL
DynamoDB
Sentry
Segment
Slack
Zapier
#J-*****-Ljbffr

📌 Senior Application Support Engineer (Melbourne)
🏢 Jobtailor
📍 Melbourne