Senior Developer – Customer Experience, Level 3 Escalations

Nearheal; City of Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

RSUs

Wellness days

Volunteer leave

Team lunches

Open, inclusive culture

Job summary

AlayaCare is seeking a Senior Developer – Customer Experience in Melbourne. Hybrid role with 2 days in office and 3 days remote, focusing on solving complex customer and product problems through engineering excellence and Level 3 troubleshooting.

You’ll join Sirens, the Level 3 escalation team, collaborating with Support, Product, and Engineering to deliver sustainable improvements, coaching specialists, building automation, and driving faster, higher‑quality resolutions for customers.

Qualifications

• 4+ years of professional software engineering experience.
• Proficiency in Python and unit testing with PyTest.
• Experience with SQL databases, Git, CI/CD tools, Docker, SQLAlchemy, and cloud platforms (AWS preferred).
• Knowledge of AI-assisted development practices and staying current with tech trends.
• Ability to navigate unfamiliar code and collaborate across teams.
• Experience with ticketing and diagnostic tools like Zendesk and Jira; analyze production data.

Responsibilities

• Design, code, test, and debug complex software as part of the Sirens team.
• Provide Level 3 technical support for product issues, including root-cause analysis.
• Resolve defects and deliver enhancements from escalations within Engineering standards.
• Act as technical lead for Customer Experience Specialists and mentor peers.
• Develop automations and tools to reduce manual work and improve resolution times.
• Monitor production apps and proactively address client issues.
• Collaborate with Support, Product, and Engineering to reduce customer effort.

Skills

Python development

PyTest

AI development

Strong problem solving

Effective communication

Education

Background in Computer Science or Engineering

Tools

Git

CI/CD

Docker

SQLAlchemy

AWS

Zendesk

Jira

Job description

AlayaCare is seeking a Senior Developer – Customer Experience in Melbourne. Hybrid role with 2 days in office and 3 days remote, focusing on solving complex customer and product problems through engineering excellence and Level 3 troubleshooting.

You’ll join Sirens, the Level 3 escalation team, collaborating with Support, Product, and Engineering to deliver sustainable improvements, coaching specialists, building automation, and driving faster, higher‑quality resolutions for customers.