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Zeller is a fast-growing Australian fintech scale-up reimagining business banking and payments. The company serves over 85,000 Australian businesses with payment solutions and financial services, backed by leading VCs and a global team of payment and tech professionals.
As a Senior Application Support Engineer, you will be a leading member of the support team responsible for Zeller's commitment to excellent and highly available service delivery. You will serve as a primary point of contact for escalated product issues from account management and customer success teams, while remaining hands-on in service delivery.
Key responsibilities include: triaging, investigating, and resolving complex technical issues; orchestrating resolution efforts and communicating clear direction; delivering projects that improve the support team's service delivery; collaborating closely with Development, QA, and Product teams on short and long-term solutions; becoming an expert in supported products and sharing knowledge across partner teams; participating in application monitoring using logs, data stores, internal tools, and dashboards; and participating in incident response with on-call responsibilities.
Required experience: software company background with customer-facing products; ability to manage multiple competing priorities in a fast-moving environment; strong technical background with advanced troubleshooting and data analysis skills; familiarity with AWS services, SQL, release management tools, and service reporting tools like Datadog; automation mindset to improve processes; strong documentation and knowledge-sharing skills; excellent communication and partnership-building abilities; demonstrated experience with change management and incident response processes.
Valued experience includes payments industry background, POS system familiarity, and third-party integration management. The role uses HubSpot for CRM and support tickets, Jira for engineering collaboration, and monitors systems via Datadog, Sentry, and Mixpanel. Backend systems run on AWS using Typescript, Lambda, PostgreSQL, and DynamoDB with event-driven architecture.
The role is based in Zeller's Melbourne CBD office with an expectation of 4 days on-site per week and 1 day work-from-home flexibility. The company offers competitive salary with equity, balanced work environment, excellent leave entitlements, learning opportunities, and the chance to influence Zeller's growth.
