Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
As a Product Support Engineer at Plenti, you will be the first line of technical defence across our Personal, Auto, Green, and Investor lending products. This involves diagnosing production issues, querying databases, coordinating incident response, and enhancing the team's knowledge base. The role is for individuals curious about complex systems and motivated to improve them.
Responsibilities
- Respond to incoming support tickets, assess business impact and priority, and own issues through to resolution within agreed SLA timeframes.
- Investigate and resolve complex technical issues spanning application workflows, databases, and API integrations, applying data corrections and configuration updates where required.
- Identify and co-ordinate the response to production incidents, communicate timely status updates to affected business teams, and drive post-incident root cause analysis.
- Act as the primary technical liaison between customer-facing and operational teams and the engineering team, setting clear expectations on resolution timelines and keeping stakeholders informed throughout.
- Triage unresolvable issues to the appropriate engineering team, providing structured defect reports with reproduction steps and supporting evidence to enable fast resolution.
- Build and maintain runbooks, troubleshooting guides, and playbooks to improve support scalability and reduce time-to-resolution for recurring issue types.
- Identify patterns in recurring issues and advocate for product improvements or automation that reduce manual effort and overall support volume over time.
Requirements
- 2+ years of relevant technical experience, or a strong CS/SE academic background.
- Hands-on experience in technical support, software engineering, or a similar role, or recent graduates with a Computer Science or Software Engineering degree and a strong academic record.
- Practical SQL proficiency - the ability to write, read, and review production-safe SQL queries and data-fix scripts, including an understanding of relational database concepts such as foreign keys, constraints, and transaction safety.
- Working knowledge of REST APIs - ability to inspect and interpret API requests and responses to diagnose data or integration issues, including familiarity with tools such as Postman or browser dev tools.
- Demonstrated problem-solving ability - a track record (academic or professional) of breaking down ambiguous technical problems methodically and reaching a well-reasoned resolution.
- Clear written and verbal communication - able to translate a technical finding into a plain-language update for a non-technical stakeholder, and to write structured investigation notes that other engineers can follow.
Skills
- SQL
- REST APIs
- Postman
- Browser dev tools
- Datadog
- New Relic
- APM platforms
Location
- Australia
Work Type
- Flexible working
Experience Level
- 2+ years of relevant technical experience
Education Level
- Computer Science or Software Engineering degree
Benefits
- Flexible working
- Volunteer leave
- Study leave
- Monthly social events
- Office snacks
- Company Townhalls
- D&I initiatives and events
About the Company
- Plenti is a fintech lender providing faster, fairer loans using smart technology.
- Plenti is a dynamic and innovative business experiencing strong growth.
- Plenti is taking market share in personal lending, renewable energy, and automotive finance.
- Plenti is a fast-moving and ambitious business seeking smart, capable people.
- Plenti has over 250 employees in Australia.
- Plenti is a founder-led business established in 2014.
- Plenti has been listed on the ASX since 2020.
- Plenti has annual revenue exceeding $250 million.
- Plenti has a loan portfolio of over $3 billion.
Equal Opportunity
- Plenti is committed to a diverse and inclusive workforce.
- We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people and people with disabilities.
- Let us know of any reasonable adjustments you may need during the interview process so we can accommodate you.