Technical Support Engineer

2 days ago

Melbourne, Victoria, Australia capital Full time $90,000 - $120,000 per year

At , we're scaling fast and our systems need to be as resilient as our ambitions. As a Technical Support Engineer (L2), you'll be at the front line of stability, resolving complex service requests, automating away manual inefficiencies, and building the internal tools that keep us moving at speed.

This role matters now more than ever as we expand globally, elevate customer expectations, and integrate advanced technologies into our trading ecosystem. You'll be part of the engine room that ensures we stay reliable, responsive, and future-ready.

Responsibilities
  • Investigate and resolve client requests by diagnosing issues, applying fixes, and ensuring swift resolution to maintain service quality.
  • Monitor and safeguard system health by identifying anomalies, troubleshooting failures, and escalating risks before they impact customers.
  • Automate repetitive tasks and design operational tools that increase efficiency, leveraging AI and modern engineering practices to reduce friction.
  • Accelerate problem resolution by building root-cause analysis tools that shorten time-to-fix and improve long-term reliability.
  • Collaborate across functions (risk, DBA, dev, customer support) to resolve incidents and deliver end-to-end solutions.
  • Create and maintain documentation that standardizes troubleshooting methods and empowers quicker L1 resolutions.
Requirements
  • Strong experience in Python and SQL (PostgreSQL).
  • Confident working across Unix-based environments.
  • Hands-on experience with monitoring tools (Grafana, Kibana, Prometheus, Datadog, AWS CloudWatch).
  • Proven background in T2–T3 technical support.
  • DevOps experience with setting up alerts and incident workflows (PagerDuty or similar).
  • Ability to design and implement internal tools that reduce downtime and streamline workflows.
  • Skilled in writing clear technical documentation.
  • English proficiency at B2 level or higher.
  • Willingness to work in rotating shifts (24/7, Monday to Sunday).
What you will get in return?
  • Competitive Salary: We believe great work deserves great pay Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
  • Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
  • Annual Performance Bonus: Your hard work doesn't go unnoticed Celebrate your achievements with a well-deserved annual bonus tied to your performance.
  • Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
  • Employee Referral Program: Love working here? Share the love Bring your talented friends on board and get rewarded for growing our awesome team.
  • Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we've got your back. Plus, location-specific benefits and perks
  • Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits
  • Volunteer Days: Make a difference Take two additional paid days each year to support causes you care about and give back to the community.

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