Production Support Engineer

Production Support Engineer Be the technical bridge between Support and Engineering. Lead incident response, uncover root causes, and drive meaningful improvements across Eftsure's fraud prevention platform. Help Build a More Secure Payments Ecosystem At Eftsure, we're on a mission to protect businesses from fraud and payment risk. Trusted by thousands of organisations across Australia, New Zealand and beyond, our platform helps finance teams make every payment with confidence. We're looking for a Production Support Engineer who thrives on solving complex technical problems, digging into root causes, and making systems more reliable. This isn't a traditional support role. You'll sit at the intersection of Engineering, Product and Customer Operations, using your technical expertise to investigate production issues, improve platform stability, and help prevent problems before they happen. If you're the type of person who sees recurring incidents as engineering problems to solve, not tickets to close, we'd love to hear from you. The Opportunity As our Production Support Engineer, you'll be the technical bridge between Support and Software Engineering. You'll take ownership of high-severity incidents, investigate complex production issues, and work closely with engineering teams to drive permanent fixes that improve reliability across the Eftsure platform. This role is ideal for someone who enjoys combining troubleshooting, observability, debugging and stakeholder communication with a continuous improvement mindset. What You'll Be Doing Own Critical Incident Management Lead and coordinate responses to high-severity (SEV1) production incidents Act as the technical liaison between Engineering, Product and business stakeholders Drive Root Cause Analysis (RCA) activities and ensure corrective actions are completed Maintain clear and timely communication throughout incident lifecycles Investigate Complex Production Issues Analyse logs, telemetry, stack traces and application behaviour to identify root causes Use tools such as Splunk, Grafana and SQL to diagnose issues Differentiate between code defects, configuration problems, data issues and infrastructure-related failures Provide advanced technical support for escalated issues beyond standard support capabilities Improve Platform Reliability Detect patterns and recurring issues before they become customer-impacting incidents Monitor post-release performance and identify emerging risks early Partner with engineering teams to drive long-term fixes and technical improvements Reduce incident volume and improve operational resilience over time Support Product & Engineering Delivery Triage bugs and feature requests with a consistent, impact-driven approach Contribute operational context to backlog refinement and planning sessions Assist with story refinement, edge-case identification and acceptance criteria Advocate for improvements to tooling, processes and operational practices What Success Looks Like In this role, you'll: Coordinate critical incidents effectively and drive RCAs to completion Improve platform stability through proactive investigation and technical advocacy Identify issues before customers experience them Reduce recurring incidents through data-driven engineering improvements Improve support efficiency through better tooling, documentation and processes Help create a culture of ownership, reliability and continuous improvement across the business. What You'll Bring 3+ years' experience in Production Support, Application Support, Site Reliability, Software Engineering, or a similar role Strong SQL skills and experience investigating complex data issues Experience working with observability and monitoring platforms such as Splunk, Grafana or similar Ability to read and debug application code (experience with C#, Java or similar languages is highly regarded) Understanding of web applications, APIs and cloud-hosted SaaS environments Familiarity with CI/CD pipelines and deployment processes Experience using Jira or similar issue-tracking tools What Sets You Apart You approach support challenges with an engineering mindset You're naturally curious and enjoy investigating complex technical problems You focus on fixing root causes rather than treating symptoms You remain calm and structured during high-pressure situations You communicate clearly with both technical and non-technical audiences You take ownership and follow issues through to resolution You're proactive, collaborative and comfortable working across teams and time zones. Why Join Eftsure? At Eftsure, you'll be part of a high-performing team solving meaningful problems in the fintech and cybersecurity space. We offer: Flexible working arrangements A collaborative, supportive and growth-focused culture Opportunities to work on complex technical challenges at scale Career development and learning opportunities The chance to make a real impact by helping protect businesses from payment fraud Most importantly, you'll join a company where your ideas are valued, your expertise matters, and your work directly contributes to building a safer financial ecosystem. Ready to Apply? If you're passionate about reliability engineering, incident management and solving problems at their source, we'd love to hear from you. Apply now and help us build a safer world for every payment. Department Engineering Locations North Sydney Remote status Hybrid