Senior Technical Support Analyst

About us We’re Littlepay - a growing fintech headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and Australia. Our payments platform enables our customers to pay for public transport using any payment card, mobile wallet, or wearable device. Processing over USD 1 billion a year in 19 countries and continuing to expand globally, we’re proud to move more people through better payment experiences. About the role As a Senior Technical Support Analyst, you’ll help keep Littlepay’s global platform reliable and performing well. Working closely with Engineering, Product and Customer Delivery, you’ll investigate complex issues, support customers and partners, and contribute to the smooth delivery of product changes and improvements. You’ll report to the Technical Support Manager, who leads the support strategy, operational rhythms and cross‑functional ways of working. In this role, you’ll help execute that strategy day-to-day through high-quality support, complex issue investigation, clear communication, team mentoring and continuous improvement of our support practices. What you’ll do As Littlepay scales, so does the complexity of running a global payments platform. This means there’s always something to learn, and plenty of opportunities to turn operational insights into lasting improvements. At the moment, this role is focused on: Lead complex issue investigations: Investigate complex payment flows, working with internal and external team, acquirers and card schemes to resolve issues. Support API and partner integrations: Troubleshoot complex partner integrations, validate API requests/responses, and provide actionable guidance to help partners succeed. Lead high-severity incident response: Coordinate cross-functional response during major incidents. Drive problem management and prevention: Identify recurring issues and systemic weaknesses, lead root cause investigations and help drive preventative actions. Strengthen monitoring and operational readiness: Propose operational improvements that improve service availability and reduce time to detect/resolve. Translate operational signals into platform improvements: Work with Engineering and Product to turn support insights into prioritised fixes and improvements (e.g., reliability work, tooling enhancements, better diagnostics), with a strong focus on customer outcomes. Mentor and enable others: Coach and support the development of Technical Support Analysts through pairing, review, and knowledge sharing. Improve documentation and working practices: Maintain and improve knowledge bases, troubleshooting guides, and operational playbooks, and help implement agreed improvements to support workflows (triage, handoffs, incident comms). Support change and release execution: Provide operational oversight for changes and releases by assessing risk, monitoring impact, coordinating response where needed, and feeding learnings back into support and engineering practices. What we’re looking for Significant experience in technical support within a SaaS platform environment, owning complex investigations end-to-end within payments, finance or transit industries. Technical troubleshooting skills across APIs and distributed systems, including: SQL for investigation and validation API tooling (e.g., Postman or similar) Logs/metrics/traces and practical observability concepts Cloud technologies commonly used to run modern services Experience leading major incident response and driving high-quality follow-ups (PIRs/retrospectives), with an emphasis on learning and prevention. Demonstrated ability to drive operational improvements and to influence cross-functional outcomes without needing formal authority. Confidence working with a range of stakeholders, and able to communicate clearly and inclusively with both technical and non-technical audiences. Ability to mentor and support others’ development, helping raise consistency and quality across the support function. Experience working within and improving structured service management practices (e.g., ITIL). Our Benefits We love to look after our people. At Littlepay, you'll be part of an inclusive and diverse team that celebrates the differences and unique gifts we each bring to work. You’ll have access to: A high trust working environment, with access to cloud collaboration tools like Notion, Slack, Miro, Google Workspace, and Jira to help us work together effectively Paid professional development (including conferences, courses, learning subscriptions, etc.) Harrison Assessments - our talent management provider that facilitates continuous professional development A variety of flexible leave options A company-wide paid day off Flexible (hybrid) working conditions Health insurance via our provider Vitality UK pension additional contribution split YellowNest Nursery Program Wellbeing support- including a free School of Life subscription for all employees, and counselling via the School of Life (UK) or our EAP program (Australia) Our generous employee referral program Mid-year, quarterly, and end-of-year corporate and team events and workshops Short-term remote working arrangements International travel opportunities (dependent on role) In-office expectations At Littlepay, we believe great work happens when we solve problems, together. We see in-person collaboration as an important way to build connections, share ideas, and support each other meaningfully. For those assigned to an office location, we generally expect a minimum two-day presence in the office each week. This may vary depending on your role, team, and location. For example, our team in Luxembourg works 4 days from the office, whereas our AU and UK teams currently work a minimum of 2 days onsite in our Melbourne/London offices. Some positions might require more frequent office attendance to support cross-functional collaboration, customer engagement, or specific team workflows. Your hiring manager will provide details relevant to your role. We aim to strike a healthy balance between in-person connection and flexibility, while staying connected to deliver with speed and agility as we continue to scale, ensuring our ways of working support both our people and our shared ambition to move more people through better payment experiences. Our recruitment process If you’ve been shortlisted for the role, you’ll first have a chat with our Talent team, who will set up an interview if the stars align. A short workplace preferences questionnaire will also be sent to help us learn more about the way you prefer to work. Following a successful first interview, you’ll be sent a technical challenge to complete. If we like what we see, we’ll invite you to meet with a second set of Littlepay folks before being presented with an offer. If you have any questions regarding the recruitment process or if you require any accommodations for any stage in the interview process, please don’t hesitate to let us know. Additionally, if you don’t meet all of the criteria (we know that some underrepresented groups tend to avoid applying if they don’t), please still apply. We really enjoy meeting people who might bring a fresh perspective on a problem we need to solve! Ultimately, being part of our small but mighty team means you'll have the opportunity to learn about micropayments, and have a hand in the provision of services that impact millions of people. You’ll help us deliver on our revolutionary product roadmap and help scale our platform as we continue to expand across the globe. If this opportunity interests you, hit apply! We look forward to learning about you.