Senior Application Support Engineer (Fintech)

Location: Melbourne, hybrid

Company

hirify.global is a product-driven fintech startup providing payment acceptance and financial services to more than 85,000 Australian businesses.

What you will do

• Act as the primary escalation point for product issues from account management and customer success teams.
• Lead the triage, investigation, and resolution of complex technical issues while driving resolution speed and maintaining clear communication.
• Provide hands-on application support across browser, mobile, and payment terminal products.
• Monitor applications using logs, data stores, internal tools, and dashboards, and participate in incident response and on-call activities.
• Deliver projects that improve Application Support service delivery, automation, and operational procedures.
• Collaborate with Development, QA, Product, and customer-facing teams on short- and long-term solutions.

Requirements

• Senior-level experience supporting a customer-facing product in a software or product company.
• Strong technical background in advanced troubleshooting, analysis, and data investigation.
• Working knowledge of AWS or similar cloud services and active SQL skills.
• Experience with release management and service reporting tools such as Datadog or equivalent.
• Experience with change management and incident response processes, plus strong documentation and knowledge-sharing skills.
• Excellent communication and prioritization skills, with the ability to partner effectively with engineering, QA, and customer-facing teams.

Nice to have

• Payments, point-of-sale systems, or third-party partner support experience.
• Familiarity with HubSpot, Jira, Sentry, Segment, Mixpanel, or Zapier.

Culture & Benefits

• Hands-on role in a small senior support team.
• Work on mission-critical financial services and highly available customer-facing products.
• Opportunity to improve support operations through automation and knowledge sharing.
• Inclusive workplace that values diverse perspectives and experiences.
• Interview accommodations are available upon request.