Senior Application Support Engineer

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. We believe that businesses of all sizes deserve better financial and payment products and services. Traditionally, businesses of all sizes are let down by slow applications, protracted onboarding, opaque pricing, restrictive contracts and forced to use outdated solutions that no longer meet the innovative requirements of modern business.

We started our journey four years ago, and have since helped tens of thousands of Australian businesses reduce the complexity and time taken to take and make payments, manage complex fleets of payment hardware, store and save money and lead the conversation in business-to-business fintech. We're now taking our next steps in expanding our industry and world leading capabilities into the United Kingdom.

Our company is backed by leading global VCs, and brings together experienced payment and tech industry professionals who are aiming to redefine business banking and the way businesses get paid by their customers. If you are passionate, curious, hungry and seeking an opportunity to make your mark on Fintech in the United Kingdom, with the strength of a global team behind you - we'd love to talk to you. This is a unique opportunity to shape, direct and build better financial services for all UK businesses.

As a Senior Application Support Engineer you will be a leading member of the team that shapes and owns Zeller's commitment to excellent and highly available service delivery.

What you'll be doing:

• Be a primary point of contact for escalated product issues from Zeller's account management and customer success teams.
• Own and orchestrate the triage, investigation and resolution of complex technical issues driving the pace of resolution and communicating well-thought out and reliable direction.
• Deliver projects that improve the service delivery of Zeller's Application Support team.
• Work closely with Development, QA and Product Teams to find short and long-term solutions to issues that affect customer experience.
• Be an expert in the products and workflows you support and promote and share that knowledge to our partner teams.
• Using your technical expertise, participate in application monitoring using logs, data stores, internal tools and dashboards.
• Supporting engineering deployments to our backend systems.
• Be a part of our incident response team, responding to alerts and bearing some on-call responsibilities.

What skills and experience we are looking for:

• Experience in software companies with a customer facing product is highly valued.
• You have the ability to manage multiple, competing tasks & priorities with ease in a fast-moving environment while maintaining a high level of attention to detail.
• A strong technical background with experience in advanced troubleshooting, analysis and data skills. This should include familiarity with AWS services (or similar), an active SQL skill set, experience with release management toolset and service reporting tools (Datadog or similar).
• Automation mindset with the view to improve existing processes/procedures using available automation tools wherever possible.
• Strong documentation and knowledge sharing skills.
• Excellent communication skills and the ability to build strong partnerships with engineering, QA, and customer facing teams.
• Demonstrated experience participating in change management and incident response processes.
• Payments experience is highly valued but not required.
• Excitement and drive to work in a product company that delivers mission critical financial services.

The tools Zeller uses to get the work done:

• Familiarity with these services or close equivalents is appreciated but we do not expect you to have used all of them.
• Hubspot is our principal CRM and where we track our support tickets. We also use Jira in conjunction with our engineering teams.
• The systems we support run in browsers, mobile applications (Android/iOS), and payment terminals. The backend systems we support use AWS and are principally written in Typescript on a lambda, Postgres, DynamoDB stack and using an event driven architecture.
• We monitor our products using tools and dashboardings in products like Datadog, Sentry and Segment/Mixpanel.
• Zeller's payment services integrate with many third parties, particularly point of sale systems. Familiarity with POS, or managing issues with third party partners is valued.
• Automation tools either built-in (JIRA/Hubspot/Slack) or standalone (Zapier).

Like the rest of the team, you'll benefit from:

• An opportunity to shape and build the future of Zeller from the ground up in the UK.
• A competitive salary package, including equity from an early stage.
• A balanced, progressive, and supportive work environment.
• Endless learning and development opportunities.
• Excellent parental leave and other leave entitlements.
• Being part of a fast-growing and ambitious scale-up.

At Zeller, we celebrate diverse perspectives and experiences, and strongly encourage people of all backgrounds and identities to apply to join our team. We want you to be able to show up at your best during the recruitment process. Please, let us know if you require any accommodations during your interview process with us.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.