Senior Production Support Engineer - New Zealand

About Hyperlayer

Hyperlayer is the intelligent banking platform built for the agentic economy: the financial control layer that sits above banks' existing cores, enabling next-generation Smart Accounts, without ripping anything out. From a single integration, we give financial institutions a secure rules and orchestration engine that lets them design, launch and scale hyper-personalised products in weeks while preserving stability, compliance and control. And there's nothing like us anywhere in the world.

Hyperlayer works with Tier 1 and Tier 2 FIs across the UK, US, EMEA and Hong Kong, with an award-winning UK consumer app (HyperJar) sitting in the group. We're creating the fintech category that every bank in the world needs: programmable, governed, agent-ready accounts. Your job is to make sure our audiences know that.

About the role

• As a Senior Engineer in our Production Support team, you'll help keep Hyperlayer's B2B, B2C and SaaS production environments stable, resilient and reliable for the financial institutions and customers who depend on them. You'll lead the technical response to complex incidents, work with engineering teams across the globe to resolve recurring issues, and build small customer-requested features and improvements.
• Based in New Zealand, you'll be a key part of the NZ/India leg of our follow-the-sun 24x7 support model, working alongside colleagues in the UK and US/Canada. Your core hours follow a standard Monday–Friday working week in New Zealand, with participation in an out-of-hours on-call rotation for which additional compensation is provided in line with company policy. As the team grows, there is scope to shape our ITILv4-aligned processes and mentor engineers across the function.
• This is a hybrid role open to candidates based anywhere in New Zealand, combining remote working with regular in-person collaboration.

What you'll do

• Act as a primary responder in our 24x7 on-call rotation for high-priority incidents, acknowledging and resolving issues quickly to minimise customer impact on our event-driven fintech platform.
• Lead root-cause analysis (RCA) for complex issues, working with development teams to implement lasting fixes and delivering RCAs within 5 business days for Sev1/Sev2 incidents.
• Build and deploy small customer-facing features and improvements, aligned to business needs and our change success rate target of 99% or above.
• Support and mentor mid-level and junior engineers in incident response, troubleshooting and coding standards, including clear handovers and knowledge sharing across the global rota.
• Own software maintainability initiatives, identifying optimisations and improving system performance to help us achieve 99.99% availability.
• Contribute to blameless post-incident reviews, documenting lessons learned and improving our incident response processes and runbooks.
• Partner with the infrastructure team to monitor system health and proactively improve stability and efficiency using tools such as Datadog, Rootly and CloudWatch.

Qualifications

Requirements

• 5+ years of experience in sustaining engineering, site reliability, DevOps or software engineering, with a focus on incident response and system reliability in production environments.

• Strong troubleshooting and coding skills in Golang, Java or a similar language.

• Hands-on experience with monitoring and incident response tooling (e.g. Datadog, Rootly) and working to SLAs such as MTTA and MTTR.

• A track record of thorough root-cause analysis and implementing long-term fixes.

• Experience guiding or mentoring other engineers and sharing knowledge across a team.

• Clear, collaborative communication with technical and non-technical colleagues across time zones.

• Confidence using AI tools such as Claude Code or GitHub Copilot in your day-to-day engineering work.

• Availability to take part in an out-of-hours on-call rotation.

Nice-to-haves

• A degree in computer science, engineering or a related field, or equivalent practical experience.

• Experience in fintech or other regulated environments, including awareness of compliance frameworks such as GDPR, the FCA regime or the NZ Privacy Act 2020.

• Familiarity with event-driven architectures (e.g. NATS/JetStream, Redis clustering).

• Awareness of ITILv4 principles, such as incident and change management.

• Experience working in a geographically distributed, follow-the-sun support team.

Using AI at Hyperlayer

Hyperlayer is hyper-focused on making the most of AI across every workstream, and this role is no exception. In Production Support, you'll be expected to use AI tools to speed up incident triage, for example summarising logs and alerts, drafting RCAs and runbook updates, and using AI coding assistants such as Claude Code to investigate issues and ship fixes faster. We see this as a real opportunity to spend less time on repetitive work and more on improving the resilience of our platform.

Applicants must have the right to work in New Zealand. We are unable to offer visa sponsorship for this role.

How to apply

Please click on the 'Apply' button, you will be asked to provide an updated CV and answer some questions. For further information about this vacancy, you can contact us at people@hyperlayer.com.

Equity, diversity and inclusion

Hyperlayer's mission is to make a positive impact on people's lives, making it easier for everyone to manage their money.

Hyperlayer's commitment to equity, diversity, and inclusion is a key part of this; it helps us better serve our customers, employees, and business partners from every background.

We are constantly learning and striving to do better, and we expect all staff to actively take part in this process.

Data Privacy

As part of our recruitment process, Hyperlayer collects and processes personal data relating to job applicants.

We are committed to being transparent about how we collect and use this data and to meeting our data protection obligations. To read more click here.