Senior Technical Support Engineer

  • Full-time

Company Description

About Us:

Founded in 2017, was built with the vision of becoming a world class SaaS solution to meet the complex and rapidly changing Consumer Data Right specification. We’re focused on implementing and delivering innovative solutions within the CDR landscape empowering Australians to take control of and share their own data

From humble beginnings as a bootstrapped tech start-up, is on a mission to scale after securing a Series A investment of $7.5m in 2022. Our solutions are enabling thriving open data ecosystems that are changing the way the world shares data, driving innovation in the financial services sector and cost savings for consumers as a result.

We now have more than 18 million consumers with data-sharing access enabled by our technology and that’s just the beginning!

Job Description

About The Role:

You will work with the delivery and technology teams to manage the customer support queries, issues and processes and ensure they continue to deliver of high customer satisfaction. You will continuously improve the customer support systems, enhance collaboration opportunities between teams. 

Reporting to the Head of Customer Success you will engage with a fast-paced environment, acting autonomously and taking responsibility across the entire post-implementation support pathway. This will involve engaging with your team as well as customers during implementation, eliciting requirements and reporting defects on behalf of customers. 

Additionally, you will develop and improve customer-facing processes, escalation pathways and take ownership over the documentation of a complex technology stack to aid in the effective communication of complex technical topics to customers. 

You will continue to assist the team to develop the skills required to ensure a positive customer experience. 

What Success Looks Like

  • You will manage the support requests lodged by or on behalf of customers 

  • You will ensure that all Service Level requests meet the contractual commitments for customers 

  • You will optimise the service management process to ensure that rework is minimised, and the organisation leverages the tools it has invested in to the fullest 

  • You will develop technical support documentation and procedures to ensure consistency and drive operational efficiencies 

  • You will engage with the development process and assist developers in understanding customer challenges, problems and desires for the product 

  • You will take control of the change management process to ensure changes are released in reliable, repeatable and consistent way 

  • You will mentor junior support staff to ensure that knowledge is shared among an increasing pool of capable resources 


  • Interest in release management processes in an ISO27001 environment 

  • Strong customer-facing skills (empathetic problem-solving and customer-first manner, in-person and remote presentations, report writing and other written correspondence) 

  • Exceptional understanding of modern software architectures (APIs, IT security, data stores and JSON schemas, web and mobile applications) 

  • Comfortable diving into SIEM logs and are familiar with common SIEM systems such as DataDog, Splunk, etc. 

  • Jira, Freshdesk or similar trouble-ticketing/issue tracking system 

  • HubSpot or similar CRM system 

  • Excellent document creation skills primarily in Confluence or similar 

  • Attention to detail and the ability to recognise and be proactive on urgent customer situations 

Additional Information is a “remote native” company with flexible working options to allow our employees to do their best work in a way that suits them. We also offer a number of great benefits we’re proud of, such as:

  • Employee Share Options Scheme
  • Floating public holidays – use them when it suits you
  • Corporate phone and plan
  • Corporate internet plan
  • WFH/tech allowance when you join
  • Annual budget to spend on learning and development
  • Generous referral scheme so you can reap the rewards of helping us grow!

If this sounds like you and you want to be a part of the data revolution in Australia, apply now!

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