L2 Technical Support Engineer – FinTech Platform

Fortiro; City of Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Fortiro is seeking a Technical Support Engineer to own the alert queue, investigate in AWS CloudWatch and OpenSearch, and execute runbooks to resolve incidents. The role covers evenings, weekends, and holidays in a hybrid-work setup.

You will work with ECS, Lambda, SQS/SNS, RDS, and S3, maintaining runbooks and escalation paths while delivering clear post-incident reviews. Fortiro offers growth into SRE and platform engineering.

Qualifications

• Experience in technical support, NOC, SRE-adjacent, or platform operations in SaaS or cloud.
• Hands-on with AWS CloudWatch and OpenSearch/Elasticsearch.
• Ability to reason about distributed systems from symptoms to sources before running a runbook.
• Familiar with AWS core services: ECS, Lambda, Step Functions, SQS/SNS, RDS, S3.
• Strong triage instincts and disciplined runbook execution; clear written communication.
• Basic scripting: Bash or Python for repetitive investigation steps.
• Willingness 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 and drive each alert to resolution or escalation within SLA.
• Investigate in AWS CloudWatch and OpenSearch across the platform architecture.
• Execute runbooks precisely; log every action for audit and post-incident review.
• Escalate with a clean handover: symptoms, evidence, actions taken, business impact.
• Cover rotating shifts 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 and automation candidates.
• Maintain and grow the runbook library, escalation matrix, and known-issues log.

Skills

AWS CloudWatch

OpenSearch

ECS

Lambda

SQS/SNS

RDS

Runbooks

Incident Management

Scripting

Python

Bash

Communication

Tools

OpenSearch

AWS

Job description

Fortiro is seeking a Technical Support Engineer to own the alert queue, investigate in AWS CloudWatch and OpenSearch, and execute runbooks to resolve incidents. The role covers evenings, weekends, and holidays in a hybrid-work setup.

You will work with ECS, Lambda, SQS/SNS, RDS, and S3, maintaining runbooks and escalation paths while delivering clear post-incident reviews. Fortiro offers growth into SRE and platform engineering.