Technical Support Engineer

Who is Plenti?
Plenti is a fintech lender, providing faster, fairer loans by leveraging its smart technology. Plenti is a dynamic and innovative business that is growing strongly. By continuing to deliver better customer experiences, Plenti is taking market share from incumbent players in the personal lending, renewable energy, and automotive finance markets.

We are a fast moving and ambitious business that seeks to recruit smart and capable people, who can take ownership of their role to help the business thrive. With over 250 people based in Australia, Plenti is of a size where everyone can make a difference in their role and help us realise our very big ambitions as a team, as we go about building Australia's best lender.

Plenti is a founder led business that launched in 2014, listed on the ASX since 2020 with annual revenue of over $250 million and a loan portfolio of over $2.5 billion.

Role Summary
The technical support engineer will be responsible for assisting with our internal support processes. This role will own complex technical problems from diagnosis to resolution, acting as the crucial link between our customer facing staff and our engineering teams. If you thrive on deep-dive troubleshooting and driving issues to a final solution, this role is for you. This role will also have the opportunity to contribute to the development of adjacent processes such as incident response.

Key Responsibilities

• Issue resolution: Respond to internal support tickets, provide troubleshooting advice and apply standard resolution tactics, conducting deep investigations where required
• Triage and backlog management: You will be responsible for determining business impact and triaging unresolvable tickets to an appropriate engineering team, while maintaining stakeholder expectations on resolution times.
• Advanced Troubleshooting: Investigate and resolve complex technical issues involving our application, APIs, database, and integrations.
• Root Cause Analysis: Analyze application logs, query databases (SQL), and replicate customer environments to identify root causes and document bugs for the engineering team.
• Knowledge Creation: Improve support scalability by creating and maintaining internal knowledge base articles, runbooks, and troubleshooting guides.

Key Qualifications

• 3+ years of experience in relevant support roles with proven technical problem-solving skills
• Bachelors Degree in a technical field such as Computer Science
• Proven experience working with large Engineering teams
• Strong proficiency with SQL for data analysis and investigation
• Scripting skills for automation (e.g., Python, Bash, PowerShell)
• Familiarity with .Net/C# and ability to read code and execute simple code changes
• Experience with log analysis tools such as Datadog

Key Competencies

• Excellent verbal and written communicator
• Able to work autonomously and as part of a team
• Excellent problem-solving skills and the ability to communicate technical concepts clearly to diverse audiences
• Able to document work items including problem descriptions and requirements

Reporting Line
The Technical Support Engineer reports to the Product Support Manager.

What's life like at Plenti?
Working at Plenti means joining a team that is high-performing, diverse, customer-focused and collaborative. It's a place where everyone can "make it happen" and share in the results and success. If being in a dynamic industry as part of a market-leading fintech sounds like you, then join to help us reshape Australia's financial eco-system for the good.

In return, you will enjoy a culture of innovation and entrepreneurship to take your career further. We offer flexible working and volunteer and study leave to develop your skills. We also have monthly social events, office snacks, company Townhalls and D&I initiatives and events to help you connect with your colleagues.

Plenti is committed to a diverse and inclusive workforce.

We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people and people with disabilities. When you apply, let us know of any reasonable adjustments you may need during the interview process so we can accommodate you.