Senior Support Engineer

Fenergo

. Triage, investigate and resolve functional and technical queries from customers and partners across Fenergo’s SaaS and on-premise products .

Posted 10/28/2026full-timeSydney • AustraliaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical customer support for SaaS products, with strong analytical and troubleshooting skills. Proficient in using AI tools and SQL for issue resolution, while maintaining effective communication and customer focus.

Highest-signal resume keywords

Technical Customer Support ExperienceSaaS Principles UnderstandingSQL ProficiencyGenerative AI Tools ExperienceIntercom Proficiency

ATS Keywords

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Hard Skills

SQLTroubleshootingApplication SupportLog AnalysisAI Tool UsageWorkflow AutomationREST APIsCloud EnvironmentsApplication IntegrationPerformance Metrics Monitoring

Soft Skills

Analytical SkillsProblem-SolvingEffective CommunicationCustomer FocusEmpathy

Tools & Technologies

IntercomClaudeAWSAzureGCPLogging ToolsMonitoring Tools

Certifications & Qualifications

ITIL Certification

Industry Keywords

Financial ServicesKYCAMLClient Lifecycle ManagementEnterprise Software

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud PlatformSQL

About the role

Key responsibilities & impact

Triage, investigate and resolve functional and technical queries from customers and partners across Fenergo’s SaaS and on-premise products
Drive cases through resolution in line with agreed SLAs, maintaining ownership, priorities and follow-through
Use Claude, Intercom AI and other approved tools to summarize case history, analyze logs and technical evidence, form troubleshooting hypotheses and accelerate diagnosis
Validate AI outputs against evidence and remain accountable for technical conclusions
Reproduce customer-reported defects and establish root causes of application errors
Use SQL to investigate and correct data issues
Work with development teams to resolve defects and escalate serious concerns to Lead Engineers
Monitor Fenergo SaaS, investigate issues, track application performance metrics and support high-priority incidents
Participate in follow-the-sun handovers and out-of-hours on-call support
Communicate with customers and project teams through Intercom, email and phone
Manage expectations, explain complex issues clearly and maintain accurate case status
Document customer issues, systems and configuration
Create functional and technical knowledge articles, AI-ready content and Intercom workflows
Identify tasks where AI or automation can improve quality and efficiency
Become a subject-matter expert in Fenergo products
Work with Project Teams and support colleagues across departments
Contribute through coaching, knowledge sharing and peer review

Requirements

What you’ll need

Proven experience in a technical customer support or application support environment, ideally supporting enterprise software in production
Good understanding of SaaS principles, application integrations and cloud environments
Strong analytical, problem-solving and troubleshooting skills
Experience reviewing logs and technical evidence, reproducing issues and structuring investigations
Practical, everyday use of generative AI tools, with understanding of their strengths and limitations
Clear and effective written and verbal communication with customers and internal teams
Strong customer focus and empathy
Ability to maintain self-control and objectivity while defusing stressful customer situations
Ability to manage multiple priorities while adhering to SLAs
Experience supporting financial services organizations or similarly complex enterprise customers is desirable
Knowledge of KYC, AML or client lifecycle management is advantageous
Hands-on experience with Intercom is highly desirable
Experience using Claude or similar AI tools is a strong advantage
Experience designing prompts, AI-assisted workflows or support automations using workflow automation platforms, scripting or REST APIs
Working knowledge of AWS, Azure or GCP, and logging and monitoring tools
ITIL or comparable service-management training or experience would be beneficial
Use of approved AI tools in accordance with security, privacy, acceptable-use and confidential-data policies
Participation in an out-of-hours on-call rota is required
Occasional travel may be required

Benefits

Comp & perks

Private healthcare cover
23 days annual leave
3 company days
Annual bonus opportunity
Work From Home set-up allowance
Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management
Flexible working hours
Work from home policy
Sports and social committee
Buddy system for all new starters
Collaborative working environment
Extensive training programs, classroom and online, through ‘Fenergo University’
Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies
Defined training and role tracking to allow you see and assess your own career development and progress
Active sports and social club