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the opportunity1
Support Engineer
Waddle
Technology
Sydney / Melbourne
The Opportunity
We have multiple roles available for Support Engineers (Full stack) using Kotlin, Spring, React and Thymeleaf.
Let's introduce ourselves
Waddle helps Australian businesses unlock cash tied up in unpaid invoices, enabled via a digital platform powered by real time data. Our mission is to build a world class invoice finance platform to support Australian businesses with their working capital needs.
Waddle is a cloud based invoice finance platform which connects to accounting software in real time, powering CBA’s digital cash flow product, Stream Working Capital. The Waddle team is in an exciting period of accelerated growth following a recent acquisition by x15 ventures. We are looking to build a team of talented technologists who are passionate about supporting Australian businesses access innovative working capital solutions.
The Role
We are looking for Support Engineers who are interested in supporting a fantastic product for our users. As part of this client-facing role, you will have direct client involvement while working closely with our Engineering team.
You are highly analytical and methodical while working to solve product and operational problems. The efforts put forth by this individual will directly impact the long-term success of our clients. This individual must have the passion and energy to work in a fast-paced environment and support the business. You should have a hunger for building product knowledge while leveraging existing technical skills.
You will be someone who’ll be excited to help us maintain and improve upon our standard for Waddle Support as we scale our services.
What you will do day-to-day:
Lead role in Incident Management
Proactive monitoring of the production environments for potential issues and drive corrective action to avoid adverse client impact.
Actively monitor our support notification channels for action
Actively review application error logs from Sumo Logic for action
Actively use Dashboard tools such as New Relic
Being the first point of contact for all incidents and enquiries
Own and manage incidents to resolution
Responsible for communication relating to support activities with our partners and stakeholders
Lead role in Problem Management
Conduct/facilitate of post-incident retro process (RCA retro) for all Sev 1 and Sev 2 incidents, including creation of any Jira ENG Epics to address opportunities identified in RCA Retro
Work to build a clear picture of operational problems to be solved
Provide insightful and constructive feedback (ie: identification of themes) from support tickets raised to identify gaps and opportunities for feature enhancements
Provide insightful and constructive feedback to help everyone improve the stability of the platform
Lead role in Service Management reporting
Manage of the accuracy of ZenDesk tickets (ie: appropriate Severity) to enable accurate SLA Reporting
Involvement in the preparation of SLA Reporting to support Risk, Partnerships and Product, as needed
Supporting role in knowledge management
Develop a breadth of knowledge across how the Waddle applications work (to better enable self-sufficiency in Support)
Provide insightful and constructive feedback on our knowledge base for existing articles and propose new articles
Support role in delivery process
Attendance as a key stakeholder in Feature Kick Offs (to ensure delivery teams are building with supportability front of mind); be involved in technical decisions and justifications in the team
Let's talk about the skills we're after
Excellent communication and networking skills – the ability to work with a wide variety of people
Passion for troubleshooting production issues and debugging code, analysing the available data and finding the root cause of the problem
A healthy production environment is maintained for our clients, with minimal SLA breaches
It’s understood that quality is a shared responsibility; your work passes peer reviews
Take ownership of responding to and assist in resolving system issues as they occur
Agile processes are embraced and participated in by all team members
Collaborating inclusively and effectively within and between teams to produce the best client outcomes
Software continues to be delivered in fast, frequent increments following lean/agile principles, with a sound understanding of CI/CD best practices and a high degree of test automation
Experience with Java and Spring
Proven experience supporting applications running in AWS services and architecture
Experience with databases (Aurora/MySQL)
Experience working with service management software such as JIRA Service Desk
Some benefits to keep in mind:
We offer flexible work options to support your well-being and life stuff
We pay generous equal parental leave because family is hugely important
We celebrate an authentic team culture and promote collaboration, innovation, and general mucking in
You can choose your own adventure with access to communities of practice and development opportunities where you can learn from and grow with others
We support hybrid working and have a beautiful base at South Eveleigh - a state-of-the-art precinct that’s part of Sydney’s wider technology community
About x15
What is x15ventures?
We're a venture scaler powered by CommBank. We build, buy and invest in startups that will benefit the bank's 15 million customers and beyond.
We're navigating the space between corporate and startup worlds and harnessing the collision of careers, ideas and expertise to help build and scale the next generation of digital businesses.
© 2023 CBA New Digital Businesses Pty Ltd ABN 38 633 072 830 and Australian Credit Licence 516487, trading as x15ventures. x15ventures is a trade mark of CBA New Digital Businesses Pty Ltd. CBA New Digital Businesses Pty Ltd is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. CBA New Digital Businesses Pty Ltd is not an Authorised Deposit-taking Institution for the purposes of the Banking Act 1959 and its obligations do not represent deposits or other liabilities of Commonwealth Bank of Australia. Please refer to the venture websites for specific venture-related disclosures and other important information. Read our Privacy Policy.
© 2023 CBA New Digital Businesses Pty Ltd ABN 38 633 072 830 and Australian Credit Licence 516487, trading as x15ventures. x15ventures is a trade mark of CBA New Digital Businesses Pty Ltd. CBA New Digital Businesses Pty Ltd is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. CBA New Digital Businesses Pty Ltd is not an Authorised Deposit-taking Institution for the purposes of the Banking Act 1959 and its obligations do not represent deposits or other liabilities of Commonwealth Bank of Australia. Please refer to the venture websites for specific venture-related disclosures and other important information. Read our Privacy Policy.
