Senior 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

About us

At Fenergo, we’re not just building software—we’re transforming how the world’s leading financial institutions fight financial crime. Headquartered in Dublin and trusted by over 100 of the world’s top financial institutions, we’re on a mission to change the game.

We’re more than a global leader in AI-powered client lifecycle management—we’re reimagining how financial institutions tackle compliance. From Know Your Customer (KYC) and Anti-Money Laundering (AML) to rapidly evolving regulations, we turn complexity into clarity. OurFinCrimeOperating System, powered by agentic AI and intelligent automation, helps financial institutions move faster, act smarter, and stay safer across 120+ countries.

But we don’t stop there.

At Fenergo, we believe in a world where financial institutions aren’t just compliant—they’re confident. Where technology doesn’t just meet regulations—it stays ahead of them. Our mission is to empower financial institutions to stop financial crime and create a safer world.

Every product we build, every innovation we deliver, and every partnership we forge is shaped by that belief. We’re tackling some of the toughest challenges in financial technology. From speeding up onboarding to uncovering hidden risks, our work empowers banks to serve their customers with speed, integrity, and peace of mind.

Join us, and be part of a team that’s building smart solutions, solving real problems, and shaping the future—together.

Overview of Role

Help shape the next generation of AI-led customer support. At Fenergo, you will join an advanced global support organization where AI is a core operating principle, not an add‑on. We are already using AI extensively and delivering outstanding results, and we are looking for someone with the ambition to take that success further.

As a Senior Support Engineer, you will triage, investigate and resolve complex functional and technical issues raised by some of the world’s leading financial institutions. You will work directly with customer IT teams, partners and Fenergo’s Engineering, Product and Operations teams, using AI‑assisted tooling to move faster from first report to root cause, while applying the technical depth and judgement that customers rely on in production.

This is an opportunity to do more than close tickets. You will help us evolve how AI, automation and human expertise work together, turning what you learn on every case into better knowledge, smarter workflows and fewer repeat issues. We are looking for someone curious, technically strong and excited by the opportunity to bring fresh ideas, challenge established ways of working and play a key part in the next stage of our journey.

Main Responsibilities

Case ownership and resolution. Triage, investigate and resolve functional and technical queries from customers and partners across Fenergo’s SaaS and on‑premise products. Drive cases through to resolution in line with agreed service level agreements (SLAs), maintaining clear ownership, priorities and follow‑through.

AI‑assisted investigation. Use Claude, Intercom AI capabilities and other approved tools to summarize case history, analyse logs and technical evidence, form troubleshooting hypotheses and accelerate diagnosis. Validate AI outputs against the evidence and remain accountable for technical conclusions.

Root‑cause analysis and defect management. Reproduce customer‑reported defects, establish the root causes of application errors and use SQL to investigate and correct data issues. Work with development teams to resolve defects, and elevate serious concerns to Lead Engineers promptly and with clear supporting evidence.

Production monitoring and incident response. Work with product teams using active monitoring solutions to detect and investigate issues on Fenergo SaaS, track application performance metrics and support high‑priority incidents, including follow‑the‑sun handovers and out‑of‑hours on‑call cover.

Customer communication. Keep customers and project teams informed through Intercom, email and phone, managing expectations, explaining complex issues clearly and keeping case status accurate. Use AI to improve the speed and consistency of responses, while retaining the empathy and judgement of an expert human engineer.

Knowledge and automation. Accurately document customer issues, systems and configuration. Turn common support requests into functional and technical knowledge articles, AI‑ready content and Intercom workflows that improve self‑service and case deflection. Identify repeatable tasks where AI or automation can safely improve quality and efficiency.

Product expertise and collaboration. Become a recognized subject‑matter expert in Fenergo products. Work with Project Teams on queries raised by client IT teams, support colleagues in other departments, and contribute to the team through coaching, knowledge sharing and peer review.

Key Skills and Experience

Essential

Technical support experience. Proven experience in a technical customer support or application support environment, ideally supporting enterprise software in production.

SaaS understanding. Good understanding of SaaS principles, application integrations and cloud environments, with the ability to develop detailed Fenergo product knowledge.

Analytical problem‑solving. Strong analytical, problem‑solving and troubleshooting skills, including reviewing logs and technical evidence, reproducing issues and structuring investigations.

AI fluency. Practical, everyday use of generative AI tools in your work, with a clear understanding of their strengths and limitations and the discipline to validate outputs critically.

Communication and customer focus. Clear and effective written and verbal communication with customers and internal teams, combined with strong customer focus and empathy. Ability to maintain self‑control and objectivity while defusing stressful customer situations.

Ownership and prioritization. High level of self‑motivation, a strong desire to solve problems and the ability to manage multiple priorities while adhering to SLAs

Desirable

Experience supporting financial services organizations or similarly complex enterprise customers. Knowledge of KYC, AML or client lifecycle management is an advantage.

Hands‑on experience with Intercom for case management, workflows, knowledge or AI‑assisted support operations is highly desirable. Experience using Claude or similar AI tools for summarization, log analysis, drafting, categorization or investigation support is a strong advantage.

Experience designing prompts, AI‑assisted workflows or support automations, for example using workflow automation platforms, scripting or REST APIs.

Working knowledge of AWS, Azure or GCP, and of logging and monitoring tools. ITIL or comparable service‑management training or experience would also be beneficial.

AI Tool Usage Expectations

Use Claude or other approved AI tools for case summaries, log and evidence analysis, troubleshooting hypotheses, case handovers and knowledge drafting. Use Intercom workflows and AI capabilities to improve triage, categorization, response consistency and customer experience.

Review, validate and refine AI‑generated outputs before internal or external use. Follow Fenergo policies on security, privacy, acceptable use and confidential customer data. Maintain human accountability for technical conclusions and customer communications, and share effective prompts, workflows and lessons learned with the wider team.

Other Information / Circumstances

Participation in an on‑call rota for out‑of‑hours support is required, including follow‑the‑sun handling of high‑priority customer incidents, alongside collaboration with customers and colleagues across regions. Occasional travel may be required.

Our promise to you

We are striving to become global leaders across financial crime we operate in and as part of that we are a high‑performing highly collaborative team that works cross‑functionally to accommodate our client’s needs.

• Collaboration: Working together to achieve our best
• Outcomes: Drive Success in every engagement
• Respect: A collective feeling of inclusion and belonging
• Excellence: Continuously raising the bar

What’s in it for you?

(Australia)

• Private healthcare cover
• 23 days annual leave
• 3 company days
• Annual bonus opportunity
• Work From Home set‑up allowance
• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management
• Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much more
• Buddy system for all new starters
• Collaborative working environment
• Extensive training programs, classroom and online, through ‘Fenergo University’
• Opportunity to work on a cutting‑edge Fintech Product, using the latest of tools and technologies
• Defined training and role tracking to allow you see and assess your own career development and progress.
• Active sports and social club

Diversity, Equality, and Inclusivity

Fenergo is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace, where all employees are valued, respected, and can reach their full potential. We do not discriminate based on race, colour, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law. Our hiring decisions are based solely on qualifications, merit, and business needs. We believe that a diverse workforce enriches our company culture, fosters innovation, and contributes to our overall success. We strive to provide a fair and supportive environment for all employees, promoting equal opportunities for career development and advancement. We encourage all qualified individuals to apply for employment opportunities and join our team in contributing to a collaborative and inclusive work environment.

Recruitment Safety

For information on our recruitment process and how to verify communications from Fenergo, please visit our Careers page.