Senior Application Support Engineer - Incident Mastery

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

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.