Senior Application Support Engineer

Jobtailor; City of Melbourne; On-site; AUD 100,000 - 140,000; Full time

Job summary

Jobtailor is seeking an experienced Application Support professional to act as the primary contact for escalated product issues and to lead hands-on service delivery. You will be a senior member of a small team, owning triage, investigation, and resolution of complex technical problems.

You will drive resolution pace, collaborate with Development, QA, and Product teams, and develop deep product expertise to share knowledge across partner teams.

Qualifications

• Experience in software companies with a customer-facing product.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong technical background with advanced troubleshooting, analysis, and data skills.
• Familiarity with AWS services or similar
• Active SQL skill set.

Responsibilities

• Act as a primary contact for escalated product issues from account management and customer success teams.
• Own and orchestrate triage, investigation, and resolution of complex technical issues.
• Drive resolution pace and communicate reliable direction.
• Deliver projects that improve Application Support service delivery.
• Collaborate with Development, QA, and Product teams on short- and long-term solutions affecting customer experience.
• Develop expertise in supported products and workflows and share knowledge with partner teams.
• Participate in application monitoring using logs, data stores, internal tools, and dashboards.
• Participate in incident response, including responding to alerts and some on-call responsibilities.

Skills

Advanced Troubleshooting

Active SQL Skill Set

AWS Services Familiarity

Incident Response Participation

Process Automation

Documentation

Communication Skills

Attention to Detail

Task Prioritization

Data Analysis

Tools

Datadog

Jira

AWS

TypeScript

PostgreSQL

DynamoDB

Sentry

Segment

Slack

Zapier

Job description

• Act as a primary point of contact for escalated product issues from account management and customer success teams
• Serve as a senior member of a small team while remaining principally involved in hands‑on service delivery
• Own and orchestrate triage, investigation, and resolution of complex technical issues
• Drive resolution pace and communicate reliable direction
• Deliver projects that improve Application Support service delivery
• Collaborate with Development, QA, and Product teams on short‑and long‑term solutions affecting customer experience
• Develop expertise in supported products and workflows and share knowledge with partner teams
• Participate in application monitoring using logs, data stores, internal tools, and dashboards
• Participate in incident response, including responding to alerts and some on‑call responsibilities

Requirements

• Experience in software companies with a customer-facing product is highly valued
• Ability to manage multiple, competing tasks and priorities in a fast‑moving environment while maintaining attention to detail
• Strong technical background with advanced troubleshooting, analysis, and data skills
• Familiarity with AWS services or similar
• Active SQL skill set
• Experience with release management toolsets and service reporting tools such as Datadog or similar
• Automation mindset and ability to improve processes using automation tools
• Strong documentation and knowledge‑sharing skills
• Excellent communication skills and ability to build 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
• Familiarity with HubSpot, Jira, browser and mobile applications, payment terminals, AWS, TypeScript, Lambda, PostgreSQL, DynamoDB, event‑driven architecture, Datadog, Sentry, Segment/Mixpanel, POS systems, third‑party partners, Slack, and Zapier is appreciated but not required

Core Competencies

Demonstrates strong technical expertise in troubleshooting and resolving complex product issues while effectively collaborating with cross‑functional teams. Proficient in application monitoring, incident response, and process improvement through automation.

Highest‑signal resume keywords

• Advanced Troubleshooting
• Active SQL Skill Set
• AWS Services Familiarity
• Release Management Toolsets
• Incident Response Participation

ATS Optimization Keywords

Hard Skills

• Troubleshooting
• Data Analysis
• Process Automation
• Documentation
• Change Management

Soft Skills

• Excellent Communication
• Attention to Detail
• Ability to Manage Competing Tasks

Industry Keywords

• Application Support
• Customer‑Facing Product
• Payments Experience
• Incident Response Processes
• Event‑Driven Architecture

Tools & Technologies

• Datadog
• Jira
• AWS
• TypeScript
• PostgreSQL
• DynamoDB
• Sentry
• Segment
• Slack
• Zapier