About us

At Fenergo, we’re not just building software—we’re transforming how the world’s leading financial institutions fight financial crime. Headquartered in Dublin and trusted by over 100 of the world’s top financial institutions, we’re on a mission to change the game.

We’re more than a global leader in AI-powered client lifecycle management—we’re reimagining how financial institutions tackle compliance. From Know Your Customer (KYC) and Anti-Money Laundering (AML) to rapidly evolving regulations, we turn complexity into clarity. OurFinCrimeOperating System, powered by agentic AI and intelligent automation, helps financial institutions move faster, act smarter, and stay safer across 120+ countries.

But we don’t stop there.

At Fenergo, we believe in a world where financial institutions aren’t just compliant—they’re confident. Where technology doesn’t just meet regulations—it stays ahead of them. Our mission is to empower financial institutions to stop financial crime and create a safer world.

Every product we build, every innovation we deliver, and every partnership we forge is shaped by that belief. We’re tackling some of the toughest challenges in financial technology. From speeding up onboarding to uncovering hidden risks, our work empowers banks to serve their customers with speed, integrity, and peace of mind.

Join us, and be part of a team that’s building smart solutions, solving real problems, and shaping the future—together.

Overview of Role

Help shape the next generation of AI-led customer support. At Fenergo, you will join an advanced global support organization where AI is a core operating principle, not an add-on. We are already using AI extensively and delivering outstanding results,



and we are looking for someone with the ambition to take that success further.

As a Senior Support Engineer, you will triage, investigate and resolve complex functional and technical issues raised by some of the world's leading financial institutions. You will work directly with customer IT teams, partners and Fenergo's Engineering, Product and Operations teams, using AI-assisted tooling to move faster from first report to root cause, while applying the technical depth and judgement that customers rely on in production.

This is an opportunity to do more than close tickets. You will help us evolve how AI, automation and human expertise work together, turning what you learn on every case into better knowledge, smarter workflows and fewer repeat issues. We are looking for someone curious, technically strong and excited by the opportunity to bring fresh ideas, challenge established ways of working and play a key part in the next stage of our journey.

Main Responsibilities

Case ownership and resolution. Triage, investigate and resolve functional and technical queries from customers and partners across Fenergo's SaaS and on-premise products. Drive cases through to resolution in line with agreed service level agreements (SLAs), maintaining clear ownership, priorities and follow-through.

AI-assisted investigation. Use Claude, Intercom AI capabilities and other approved tools to summarize case history,



analyse logs and technical evidence, form troubleshooting hypotheses and accelerate diagnosis. Validate AI outputs against the evidence and remain accountable for technical conclusions.

Root-cause analysis and defect management. Reproduce customer-reported defects, establish the root causes of application errors and use SQL to investigate and correct data issues. Work with development teams to resolve defects, and elevate serious concerns to Lead Engineers promptly and with explicit supporting evidence.

Production monitoring and incident response. Work with product teams using active monitoring solutions to detect and investigate issues on Fenergo SaaS, track application performance metrics and support high-priority incidents, including follow-the-sun handovers and out-of-hours on-call cover.

Customer communication. Keep customers and project teams informed through Intercom, email and phone, managing expectations, explaining complex issues clearly and keeping case status accurate. Use AI to improve the speed and consistency of responses, while retaining the empathy and judgement of an expert human engineer.

Knowledge and automation. Accurately document customer issues, systems and configuration. Turn common support requests into functional and technical knowledge articles, AI-ready content and Intercom workflows that improve self-service and case deflection. Identify repeatable tasks where AI or automation can safely improve quality and efficiency.

Product expertise and collaboration. Become a recognized subject-matter expert in Fenergo products. Work with Project Teams on queries raised by client IT teams, support colleagues in other departments

📌 Senior Support Engineer (Sydney)
🏢 Fenergo
📍 Sydney