Customer Support Engineer (L1)

Customer Support Engineer (L1) Resolve customer issues quickly. Build product confidence. Strengthen frontline support. About us Fortiro is a growing fintech with a highly experienced team, backed by significant investment, and giving you the opportunity to contribute to an award-winning enterprise SaaS platform. Our technology uses emerging technologies and AI to help detect financial crime and enable automation in processes like lending and insurance claim verification. It is trusted by leading banks and financial services businesses in Australia, New Zealand, and globally. About the role We’re looking for a Support Engineer to join our growing Customer team. In this role, you’ll act as the first line of support for customers, helping them navigate the platform, resolve issues quickly, and gain confidence using Fortiro’s technology. You’ll play a critical role in delivering a responsive and high-quality customer experience by handling frontline support requests, onboarding new users, and triaging customer issues to the appropriate internal teams where required. This role is designed to improve customer responsiveness while creating additional capacity across Customer Success, Solution Consulting, and Engineering teams, allowing them to focus on more strategic and high-impact initiatives. What you'll be doing Deliver frontline support. Act as first point of contact for customer support requests and platform questions, responding within SLA, judging urgency and impact accurately, and keeping customers clearly informed through to resolution. Onboard and enable customers. Run onboarding sessions and platform training for new users, guiding them through permissions, access management, fraud rule interpretation and everyday workflows until they are confident using the platform on their own. Triage and coordinate. Route technical or complex issues to Customer Success, Product, Engineering or Solution Consulting with clear, accurate context, and keep ownership of the customer communication throughout. Build the knowledge base. Create and maintain onboarding guides, FAQs and support documentation, spotting recurring issues and feeding those patterns back as process or product improvements. Work across teams. Partner with Customer Success Managers, Solution Consultants, Product and Engineering to keep the customer journey smooth from onboarding through to business as usual. What you'll bring to the role One to three years in customer support, technical support, SaaS support or customer operations. Strong communication skills, with the ability to explain technical concepts simply to customers who are not technical. The organisational skills to manage multiple priorities at once, with genuine attention to detail and follow-through. A quick grasp of new technical platforms and workflows, and comfort troubleshooting your way through an unfamiliar problem. A customer-first mindset, a proactive attitude and the ability to work well across teams. Experience with support ticketing systems and CRM platforms is preferred, as is exposure to SaaS, fintech, fraud, lending or financial services, and any experience delivering onboarding or training sessions. Why join Fortiro? Be yourself: We value individuality and encourage you to work in ways that make you most productive Make an impact: Help enterprise customers achieve success with world-class fraud detection solutions Work on cutting-edge solutions: Join a team building innovative products that transform financial crime prevention Inclusive culture: Open, diverse, and fun workplace with flexible remote and in-person options Grow with us: We value curiosity and a growth mindset. You’ll have opportunities to learn, take on new challenges, and develop your skills as the business evolves Long-term focus: We invest in our people, and our strong retention rate proves it No recruitment agencies please. We have this covered and will reach out if we need support. Thank you. Department Customer Locations Melbourne Remote status Hybrid