Senior Support Engineer

About the role

Fenergo builds AI-powered client lifecycle management software for financial institutions, covering KYC, AML and compliance. As a Senior Support Engineer in Melbourne, you will triage, investigate and resolve complex functional and technical issues raised by customers and partners, working with customer IT teams, partners and the Engineering, Product and Operations teams. You will use AI-assisted tooling to move faster from first report to root cause.

Key responsibilities

• Triage, investigate and resolve functional and technical queries from customers and partners, driving cases to resolution within agreed SLAs
• Use approved AI tools to summarise case history, analyse logs and technical evidence, and validate AI outputs against the evidence
• Reproduce defects, find root causes and use SQL to fix data issues, escalating serious concerns to Lead Engineers
• Monitor production, track application performance metrics and support high-priority incidents, including follow-the-sun handovers and out-of-hours on-call cover
• Keep customers and project teams informed through Intercom, email and phone, and use AI to improve response speed and consistency
• Document issues and turn common requests into knowledge articles, AI-ready content and Intercom workflows, and identify tasks suitable for AI or automation
• Become a subject-matter expert in Fenergo products and share knowledge with colleagues

Required profile

• Proven technical support or application support experience, ideally in production for enterprise software
• Good understanding of SaaS, application integrations and cloud environments
• Strong analytical, problem-solving and troubleshooting skills, including log review and issue reproduction
• Practical, everyday use of generative AI tools, with critical validation of outputs
• Clear written and verbal communication, customer focus and empathy, and ability to handle multiple priorities under SLAs
• On-call participation for out-of-hours support and occasional travel may be required

Required skills

• SQL
• Intercom (highly desirable)
• Claude or similar AI tools (strong advantage)
• Working knowledge of AWS, Azure or GCP, and logging and monitoring tools (beneficial)
• ITIL or comparable service-management training (beneficial)

What we offer

• Private healthcare cover and 23 days annual leave
• Annual bonus opportunity and work-from-home set-up allowance
• Flexible working hours, work-from-home policy, sports and social club
• Buddy system, extensive training through Fenergo University and defined career tracking