Act as a primary point of contact for escalated product issues from account management and customer success teamsServe as a senior member of a small team while remaining principally involved in hands‐on service deliveryOwn and orchestrate triage, investigation, and resolution of complex technical issuesDrive resolution pace and communicate reliable directionDeliver projects that improve Application Support service deliveryCollaborate with Development, QA, and Product teams on short‐and long‐term solutions affecting customer experienceDevelop expertise in supported products and workflows and share knowledge with partner teamsParticipate in application monitoring using logs, data stores, internal tools, and dashboardsParticipate in incident response, including responding to alerts and some on‐call responsibilitiesRequirementsExperience in software companies with a customer-facing product is highly valuedAbility to manage multiple, competing tasks and priorities in a quick‐moving environment while maintaining attention to detailStrong technical background with advanced troubleshooting, analysis,



and data skillsFamiliarity with AWS services or similarActive SQL skill setExperience with release management toolsets and service reporting tools such as Datadog or similarAutomation mindset and ability to improve processes using automation toolsStrong documentation and knowledge‐sharing skillsExcellent communication skills and ability to build partnerships with engineering, QA, and customer‐facing teamsDemonstrated experience participating in change management and incident response processesPayments experience is highly valued but not requiredFamiliarity 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 requiredCore CompetenciesDemonstrates 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 keywordsAdvanced TroubleshootingActive SQL Skill SetAWS Services FamiliarityRelease Management ToolsetsIncident Response ParticipationATS Optimization KeywordsHard SkillsTroubleshootingData AnalysisProcess AutomationDocumentationChange ManagementSoft SkillsExcellent CommunicationAttention to DetailAbility to Manage Competing TasksIndustry KeywordsApplication SupportCustomer‐Facing ProductPayments ExperienceIncident Response ProcessesEvent‐Driven ArchitectureTools & TechnologiesDatadogJiraAWSTypeScriptPostgreSQLDynamoDBSentrySegmentSlackZapier
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📌 Senior Application Support Engineer (Melbourne)
🏢 Jobtailor
📍 Melbourne