Job Description
About Fortiro
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Fortiro is a fintech whose AI-powered platform helps leading banks and financial services customers in Australia, Current Zealand, and globally detect financial crime and automate verification in lending and insurance.
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Role Mission
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Fortiro's platform underpins fraud detection for major banks and financial services customers operating to 24/7 SLAs. The Technical Support Engineer is the first line of response on our platform support team: owning the alert queue, investigating in CloudWatch and OpenSearch, resolving what the runbook covers, and escalating cleanly when it doesn't.
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Key Responsibilities
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Own the alert queue during rostered windows: acknowledge, triage, and drive each alert to resolution or escalation within SLA.
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Investigate directly in AWS CloudWatch and OpenSearch, using knowledge of the platform architecture including but limited to ECS, Step Functions, Lambda, SQS/SNS, RDS, and S3 to know where to look first.
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Execute runbooks precisely; log every action for audit and post-incident review.
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Escalate with a clean handover: symptoms, evidence, actions taken, business impact.
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Cover a rotating shift pattern including evenings, weekends, and public holidays to protect enterprise SLA commitments.
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Coordinate incidents through to mitigation and contribute to post-incident reviews.
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Partner with the Cloud Observability Engineer to flag noisy alerts,



missing signals, and candidates for automation.
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Maintain and grow the runbook library, escalation matrix, and known-issues log.
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What you'll bring to the role
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Experience in a technical support, NOC, SRE-adjacent, or platform operations role in a SaaS or cloud environment.
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Hands-on with AWS CloudWatch (metrics, alarms, Log Insights) and OpenSearch / Elasticsearch (queries, tenant/request filtering, cross-service correlation).
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Ability to hold a mental model of a distributed system and reason from symptoms to likely source before opening a runbook.
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Working familiarity with AWS core services: ECS, Lambda, Step Functions, SQS/SNS, RDS, S3.
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Strong triage instincts and disciplined runbook execution; clear, calm written communication under pressure.
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Basic scripting (Bash, Python, or similar) for repetitive investigation steps.
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Availability to work rotating evenings, weekends, and public holidays.
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Bonus: exposure to financial services, fraud detection, or regulated SaaS.
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Why Fortiro
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Impact: Support the platforms that protect major banks from financial crime.
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Growth: Clear path into SRE, observability, or platform engineering as the business scales.
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Culture: Inclusive, flexible, hybrid working with a long-term investment in our people.
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📌 Technical Support EngineerEngineering · Melbourne · (Victoria)
🏢 Fortiro
📍 Victoria