Senior AI-Driven FinTech Support Engineer

Fenergo; Sydney; On-site; AUD 110,000 - 170,000; Full time

Benefits offered by this job

Private healthcare

Annual leave 23 days

Bonus opportunity

WFH allowance

Global clients exposure

Flexible hours

Training programs

Job summary

Fenergo Australia is seeking a Senior Support Engineer to join our AI‑driven, global support team. You will triage, diagnose and resolve complex issues for leading financial institutions, collaborating with engineering, product and operations.

Use AI-assisted tools to accelerate root-cause analysis while maintaining high-standard customer service and ownership. You will help evolve how AI, automation and human expertise work together, documenting knowledge, creating reusable workflows and

Qualifications

• Technical support experience in an enterprise software environment.
• SaaS concepts and cloud integrations knowledge.
• Strong analytical and troubleshooting skills with logs and data.
• Practical use of AI tools with critical validation of outputs.
• Clear written and verbal communication with customers and teams.
• Ability to manage multiple priorities while meeting SLAs.

Responsibilities

• Own and resolve customer and partner inquiries across SaaS products.
• Perform AI-assisted investigations and validate results against evidence.
• Reproduce defects, identify root causes and coordinate fixes with engineering.
• Monitor production and assist with high-priority incidents and on-call duties.
• Communicate status to customers via Intercom, email and calls.
• Document issues, configurations and create knowledge articles.
• Develop AI-driven workflows and share learnings with the team.

Skills

Technical support experience

SaaS understanding

Analytical problem-solving

AI fluency

Communication & customer focus

Ownership & prioritization

Tools

Intercom

Claude/AI tools

SQL

Job description

Fenergo Australia is seeking a Senior Support Engineer to join our AI‑driven, global support team. You will triage, diagnose and resolve complex issues for leading financial institutions, collaborating with engineering, product and operations.

Use AI-assisted tools to accelerate root-cause analysis while maintaining high-standard customer service and ownership. You will help evolve how AI, automation and human expertise work together, documenting knowledge, creating reusable workflows and