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About the Role
Eftsure is seeking a Production Support Engineer to join their mission of protecting businesses from fraud and payment risk. This role involves investigating production issues, improving platform stability, and preventing future problems by acting as a technical bridge between Engineering, Product, and Customer Operations.
Responsibilities
- Lead and coordinate responses to high-severity (SEV1) production incidents
- Act as the technical liaison between Engineering, Product and business stakeholders
- Drive Root Cause Analysis (RCA) activities and ensure corrective actions are completed
- Maintain clear and timely communication throughout incident lifecycles
- Analyze logs, telemetry, stack traces and application behaviour to identify root causes
- Use tools such as Splunk, Grafana and SQL to diagnose issues
- Differentiate between code defects, configuration problems, data issues and infrastructure-related failures
- Provide advanced technical support for escalated issues beyond standard support capabilities
- Detect patterns and recurring issues before they become customer-impacting incidents
- Monitor post-release performance and identify emerging risks early
- Partner with engineering teams to drive long-term fixes and technical improvements
- Reduce incident volume and improve operational resilience over time
- Triage bugs and feature requests with a consistent, impact-driven approach
- Contribute operational context to backlog refinement and planning sessions
- Assist with story refinement, edge-case identification and acceptance criteria
- Advocate for improvements to tooling, processes and operational practices
Requirements
- 3+ years' experience in Production Support, Application Support, Site Reliability, Software Engineering, or a similar role
- Strong SQL skills and experience investigating complex data issues
- Experience working with observability and monitoring platforms such as Splunk, Grafana or similar
- Ability to read and debug application code (experience with C#, Java or similar languages is highly regarded)
- Understanding of web applications, APIs and cloud-hosted SaaS environments
- Familiarity with CI/CD pipelines and deployment processes
- Experience using Jira or similar issue-tracking tools
- Approaches support challenges with an engineering mindset
- Enjoys investigating complex technical problems
- Focuses on fixing root causes rather than treating symptoms
- Remains calm and structured during high-pressure situations
- Communicates clearly with both technical and non-technical audiences
- Takes ownership and follows issues through to resolution
- Is proactive, collaborative and comfortable working across teams and time zones
Skills
- SQL
- Splunk
- Grafana
- C#
- Java
- Web applications
- APIs
- Cloud-hosted SaaS environments
- CI/CD pipelines
- Jira
Location
- Australia
- New Zealand
Work Type
- Flexible working arrangements
Experience Level
- 3+ years' experience
Benefits
- Flexible working arrangements
- A collaborative, supportive and growth-focused culture
- Opportunities to work on complex technical challenges at scale
- Career development and learning opportunities
About the Company
- At Eftsure, we're on a mission to protect businesses from fraud and payment risk.
- Trusted by thousands of organisations across Australia, New Zealand and beyond, our platform helps finance teams make every payment with confidence.
- You'll be part of a high-performing team solving meaningful problems in the fintech and cybersecurity space.