Fintech Cloud Support Engineer – Hybrid (AWS & SRE)

Fortiro; City of Melbourne; Hybrid; AUD 90,000 - 135,000; Full time

Job summary

Fortiro is a fintech enabling banks and financial services to detect financial crime and automate verification across Australia and globally. We seek a Technical Support Engineer to own the alert queue, investigate in CloudWatch and OpenSearch, and drive incidents to resolution while following runbooks.

Join a SaaS platform operations team offering hybrid working, opportunities to grow into SRE/observability, and a culture focused on enterprise SLA protection.

Qualifications

• Experience in a technical support, NOC, SRE-adjacent, or platform operations role in a SaaS or cloud environment.
• Hands-on with AWS CloudWatch (metrics, alarms, Log Insights) and OpenSearch / Elasticsearch (queries, tenant/request filtering, cross-service correlation).
• Ability to hold a mental model of a distributed system and reason from symptoms to likely source before opening a runbook.
• Working familiarity with AWS core services: ECS, Lambda, Step Functions, SQS/SNS, RDS, S3.
• Strong triage instincts and disciplined runbook execution; clear, calm written communication under pressure.
• Basic scripting (Bash, Python, or similar) for repetitive investigation steps.
• Availability to work rotating evenings, weekends, and public holidays.
• Bonus: exposure to financial services, fraud detection, or regulated SaaS.

Responsibilities

• Own the alert queue during rostered windows: acknowledge, triage, and drive each alert to resolution or escalation within SLA.
• 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.
• Execute runbooks precisely; log every action for audit and post-incident review.
• Escalate with a clean handover: symptoms, evidence, actions taken, business impact.
• Cover a rotating shift pattern including evenings, weekends, and public holidays to protect enterprise SLA commitments.
• Coordinate incidents through to mitigation and contribute to post-incident reviews.
• Partner with the Cloud Observability Engineer to flag noisy alerts, missing signals, and candidates for automation.
• Maintain and grow the runbook library, escalation matrix, and known-issues log.

Skills

AWS CloudWatch

OpenSearch/Elasticsearch

Distributed systems reasoning

SRE-adjacent experience

SaaS/cloud experience

Scripting (Bash/Python)

Calm written communication under压力

Tools

AWS ECS

AWS Lambda

AWS Step Functions

SQS/SNS

RDS

S3

CloudWatch Logs Insights

OpenSearch

Job description

Fortiro is a fintech enabling banks and financial services to detect financial crime and automate verification across Australia and globally. We seek a Technical Support Engineer to own the alert queue, investigate in CloudWatch and OpenSearch, and drive incidents to resolution while following runbooks.

Join a SaaS platform operations team offering hybrid working, opportunities to grow into SRE/observability, and a culture focused on enterprise SLA protection.