As a Senior Application Support Engineer you will be a leading member of the team that shapes and owns Zellers commitment to excellent and highly available service delivery.

What Youll Be Doing :

- Deliver projects that improve the service delivery of Zellers Application Support team.

- We are looking for someone to be a senior member of a small team, but is still principally involved in hands-on service delivery.

- Be a primary point of contact for escalated product issues from Zellers account and customer success teams.

- Work closely with Development, QA and Product Teams to find short and long-term solutions to issues that affect customer experience.

- Own and orchestrate the triage, investigation and resolution of complex technical issues driving the pace of resolution and communicating well-thought out and reliable direction.

- Be an expert in the products and workflows you support and promote and share that knowledge to our partner teams.

- Using your technical expertise, participate in application monitoring using logs, data stores, internal tools and dashboards.

- Be a part of our incident response team, responding to alerts and bearing some on-call responsibilities.

What Skills And Experience We Are Looking For :

- Zeller is a product driven startup with a deep care for the quality of service we provide.

- Experience in software companies with a customer facing product is highly valued.

- You have the ability to manage multiple, competing tasks & priorities with ease in a fast-moving environment while maintaining a high level of attention to detail.

- A strong technical background with excellent troubleshooting, analytical and data skills.

- This should include familiarity with AWS services (or similar), an active SQL skill set, experience with release management toolset and service reporting tools (Datadog or similar).

- Automation mindset with the view to improve existing processes/procedures using available automation tools wherever possible.

- Strong documentation and knowledge sharing skills.

- Excellent communication skills and the ability to build strong 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.

- Excitement and drive to work in a product company that delivers mission critical financial services.

The tools Zeller uses to get the work done :

Familiarity with these services or close equivalents is appreciated but we do not expect you to have used all of them;.

- Hubspot is our principal CRM and where we track our support tickets.

- We also use Jira in conjunction with our engineering teams.

- The systems we support run in browsers, mobile applications (Android/iOS), and payment terminals.

- The backend systems we support use AWS and are principally written in Typescript on a lambda, Postgres, DynamoDB stack and using an event driven architecture.

- We monitor our products using tools and dashboardings in products like Datadog, Sentry and Segment/Mixpanel.

- Zellers payment services integrate with many third parties, particularly point of sale systems.

- Familiarity with POS, or managing issues with third party partners is valued.

- Automation tools either built-in (JIRA/Hubspot/Slack) or standalone (Zapier).

Like the rest of our team, you will benefit from :

- Competitive remuneration.

- A balanced, progressive, and supportive work environment;.

- Excellent parental leave and other leave entitlements;.

- Fully remote role.

- Annual get together with the team.

- Endless learning and development opportunities;.

- Plenty of remote friendly fun and social opportunities we love to come together as a team;.

- An ability to influence and shape the future of Zeller as our company scales both domestically and globally;.

- Being part of one of Australias most exciting scale-ups.