Note: This role is specifically with our client (Australian FinTech) and NOT with Automation Consulting. The scope of work does NOT include any GenAI development work.
About Us
Automation Consulting Pty Ltd is an Australian-based AI and automation consultancy helping businesses streamline operations with smart, scalable solutions.
About Our Client
Our client is a dynamic Australian FinTech startup revolutionizing payments. Their innovative platform empowers businesses with cutting-edge payment solutions, enhancing efficiency while offering valuable rewards. Launched in 2019, they’ve quickly become one of Australia’s fastest growing fintech companies.
Role Overview
This role is critical to the stability, reliability, and scalability of the platform as the client expands into the United States. The L2 Support Engineer sits at the intersection of Engineering, Operations, and Product, providing deep technical triage and operational support for customer-impacting issues.
As the first line of defence for US incidents, you’ll triage issues, execute fixes from documented playbooks, and escalate complex problems with enough context for engineering to act immediately.
Working Hours
8:00am – 5:00pm Dallas CST / 10:00pm – 7:00am GMT+7. Night shift differential applies.
Key Responsibilities
- Triaging P0/P1 incidents and escalations from Support or Operations during US hours
- Investigating issues to identify root cause, impact, and severity
- Executing fixes from documented runbooks autonomously (once trained)
- Deploying fixes within defined access and approval boundaries
- Coordinating with Operations on incident management and customer communication
- Escalating to Engineering with clear context: reproduction steps, impact assessment, hypothesis, and recommended fix
- For cross-regional incidents, providing support and context to AU incident owner
- Contributing to runbook library and identifying recurring issues
Required Skills
- Debugging application and infrastructure issues across multiple services
- Writing and maintaining scripts for diagnostics, automation, or data fixes
- Strong SQL (Postgres) — familiarity with MongoDB is beneficial
- Node.js/TypeScript for backend services; React for frontend. Ability to debug in production is essential.
- AWS managed services: ECS, RDS, Lambda, CloudFront, Redis
- Reading, filtering, and analysing logs (grepping logs, tracing request flows)
- Understanding of APIs, background jobs, and asynchronous workflows
- Ability to reason about system behaviour under failure or load
- Assess incident severity, make rollback decisions under pressure, know when to escalate
Nice to Have
- Experience with payments or fintech systems
- Prior L2/L3 support engineering at scale
- Familiarity with incident management tooling and practices
What We Offer
- Competitive salary
- Flexible working hours for work-life balance
- Partnership approach (work with us, not for us)
- Laptop provided for work purposes
- Contractors are responsible for their own taxes and business expenses
- Collaborative and nurturing environment
- Knowledge sharing and skill enhancement opportunities
- Respectful and inclusive team culture
- Long-term opportunity with ongoing projects and growth potential
How to Apply
Ready to join a high-impact international team? Apply via LinkedIn or send your resume directly to us.