Senior Customer Support Engineer (L3)

Fortiro; City of Melbourne; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

Fortiro, a growing fintech, seeks a Senior Customer Support Engineer (L3) to own complex issues requiring in-depth technical analysis. You will investigate escalated problems end to end, distinguishing configuration issues from data quality problems and product defects, then implement fixes or hand off to Engineering.

The role sits at the intersection of Support, Customer Success, Solution Consulting and Engineering, demanding clear customer communication, disciplined investigation, and sound

Qualifications

• Five or more years in technical support engineering at L2 or L3 or similar customer-facing technical role.
• Proven ability to troubleshoot complex B2B SaaS platform issues for enterprise customers.
• Hands-on capability across APIs, REST services, SQL, JSON, log analysis; able to explain architectures clearly.
• Strong communication skills to translate technical findings into business language.

Responsibilities

• Investigate escalated issues end to end; analyze logs, API requests/responses, data patterns and configurations to identify root causes.
• Implement approved low-risk fixes and practical workarounds with proper documentation and change control.
• Advise customers technically on configuration, integration behavior, and platform usage; escalate when needed.
• Act as technical escalation point for Customer Success, Implementation and Solution Consulting; involve Engineering for defects or code-level issues.
• Identify recurring defects and contribute to incident reviews and knowledge base improvements.

Skills

APIs & REST

SQL

JSON

Postman

Troubleshooting

Tools

Postman

Job description

About Us

Fortiro is a growing fintech with a highly experienced team, backed by significant investment, and giving you the opportunity to contribute to an award-winning enterprise SaaS platform. Our technology uses emerging technologies and AI to help detect financial crime and enable automation in processes like lending and insurance claim verification. It is trusted by leading banks and financial services businesses in Australia, New Zealand, and globally.

About The Role

We are looking for a highly analytical and technically capable Senior Customer Support Engineer (L3) to own the complex customer issues that require deeper technical analysis beyond standard support.

You will investigate escalated issues end to end, performing structured analysis across logs, API requests and responses, system outputs, data patterns and configurations to determine genuine root cause. That means distinguishing configuration issues from data quality problems, integration faults and product defects, then implementing approved fixes and workarounds yourself, or handing Engineering a diagnosis they can act on immediately.

This role sits at the technical intersection of Support, Customer Success, Solution Consulting and Engineering. Success requires technical depth, disciplined investigation, credible customer-facing communication, and sound judgement about when to resolve independently and when to escalation, so Engineering time stays focused on building.

What You'll Be Doing

• Investigate complex technical issues. Own escalated issues end to end, analysing logs, API requests and responses, data patterns and configurations to find root cause, and distinguishing configuration problems from data quality issues, integration faults and genuine product defects.
• Resolve, don't just escalate. Implement approved low risk fixes and configuration changes with proper documentation and change control, recommend practical workarounds while permanent fixes are built, and fix things in a repeatable way rather than one customer at a time.
• Advise customers technically. Give enterprise customers best practice guidance on configuration, integration behaviour and platform usage, challenging their assumptions where needed and steering them toward solutions that will still work at scale.
• Be the technical escalation point. Support Customer Success, Implementation and Solution Consulting in technical customer conversations, and bring Engineering in only for defects, platform limitations and code-level issues that genuinely need them.
• Improve the product. Identify recurring defects, false positives, configuration gaps and friction points, and turn them into structured feedback that makes the platform more stable and easier to support.
• Build the knowledge. Create troubleshooting guides, known issue documentation and playbooks, contribute to incident reviews and root cause analysis, and coach Support and Customer Success on technical troubleshooting.
• Grow technical adoption. Help customers mature their use of the platform, including moving from smaller UI deployments toward larger API-driven ones.

What You’ll Bring To The Role

• Five or more years in technical support engineering at L2 or L3, customer engineering, technical consulting or a similar customer-facing technical role.
• Proven ability to troubleshoot complex B2B SaaS platform issues for enterprise customers, and the judgement to know when to keep digging and when to escalation.
• Hands-on capability across APIs and REST services, SQL, JSON, log analysis and tools like Postman, with the ability to explain technical architectures, data flows and integrations clearly.
• The analytical discipline to work through an ambiguous problem methodically, spot patterns and anomalies in technical output, and get to a real root cause.
• Strong communication skills, with the ability to translate technical findings into plain business language for customers and internal teams.
• Sound judgement working with sensitive customer data and production- impacting issues, and comfort managing competing priorities in a fast-paced environment.
• Experience in fintech, fraud, lending, identity or another regulated SaaS environment is preferred, as is exposure to incident response and post-incident review.

Why join Fortiro?

• Be yourself: We value individuality and encourage you to work in ways that make you most productive
• Make an impact: Help enterprise customers achieve success with world-class fraud detection solutions
• Work on cutting-edge solutions: Join a team building innovative products that transform financial crime prevention
• Inclusive culture: Open, diverse, and fun workplace with flexible remote and in-person options
• Grow with us: We value curiosity and a growth mindset. You’ll have opportunities to learn, take on new challenges, and develop your skills as the business evolves
• Long-term focus: We invest in our people, and our strong retention rate proves it