Application Support Engineer

We're Littlepay - a growing fintech headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and Australia. Our payments platform enables our customers to pay for public transport using any payment card, mobile wallet, or wearable device. Processing over USD 1 billion a year in 19 countries and continuing to expand globally, we're proud to move more people through better payment experiences.

We are seeking an Application Support Engineer to enhance our product performance metrics and provide essential technical support. The ideal candidate will possess strong technical and communication skills, collaborating closely with software engineers, support teams, quality assurance, and business analysts. This role focuses on continuously improving the operability, supportability, and overall performance of our products and integrations. If you are detail-oriented, have strong customer empathy, and are driven by measuring, learning from, and improving products and services, you will thrive in this position.

Reporting to the Engineering Manager, you will be embedded within highly collaborative product engineering teams that embrace a "you build it, you run it" philosophy. Your responsibilities will include:

• Analysing and resolving complex technical issues related to API integrations and transit payment processing flows.
• Providing support during integration projects, guiding third parties on effective platform usage.
• Leveraging your technical expertise to contribute to the development of monitoring and alerting tools and automation.
• Proactively detecting issues by analysing key product metrics, such as payment acceptance rates to safeguard SLAs.
• Continuously improving response and resolution times for technical issues.
• Maintaining technical support documentation and sharing knowledge with the front-line support team.

Ideally, you'll have:

• 3+ years of experience as a support engineer, with a preference for experience supporting large-scale cloud-based applications.
• Strong troubleshooting skills and a genuine passion for problem-solving.
• A solid technical background, including SQL skills and experience with log searching and analysis.
• Working knowledge of REST APIs and testing tools such as Postman.
• Exposure to application languages for developing tooling and scripts.
• The ability to interact effectively with multidisciplinary stakeholders through high-quality written and verbal communication.
• The capacity multitask and hit deadlines, even when things get busy.
• Proven experience working with problem management frameworks.
• A positive "can-do" attitude and the ability to find pragmatic solutions to challenges.

We love to look after our people. At Littlepay, you'll be part of an inclusive and diverse team that celebrates the differences and unique gifts we each bring to work.

You'll have access to:

• A high trust working environment, with usage of cloud collaboration tools like Notion, Slack, Miro, Gmail and Jira that help us work together effectively
• Paid professional development (including conferences, courses, learning subscriptions, etc.)
• Harrison Assessments - our talent management provider that facilitates continuous professional development
• A variety of flexible leave options
• A company-wide paid day off
• Our flexible public holiday program
• Flexible (hybrid) working conditions
• Wellbeing support- including a free School of Life subscription for all employees, and counselling via the School of Life (UK) or our EAP program (Australia)
• Our generous employee referral program
• Mid-year, quarterly, and end-of-year corporate and team events and workshops
• Short-term remote working arrangements
• International travel opportunities (dependent on role)

At Littlepay, we believe great work happens when we solve problems, together. We see in-person collaboration as an important way to build connections, share ideas, and support each other meaningfully.

For those assigned to an office location, we generally expect a minimum two-day presence in the office each week. This may vary depending on your role, team, and location. For example, our team in Luxembourg works 4 days from the office, whereas our AU and UK teams currently work a minimum of 2 days onsite in our Melbourne/London offices. Some positions might require more frequent office attendance to support cross-functional collaboration, customer engagement, or specific team workflows. Your hiring manager will provide details relevant to your role.

We aim to strike a healthy balance between in-person connection and flexibility, while staying connected to deliver with speed and agility as we continue to scale, ensuring our ways of working support both our people and our shared ambition to move more people through better payment experiences.

If you've been shortlisted for the role, you'll first have a chat with our Talent team, who will set up an interview if the stars align. A short workplace preferences questionnaire will also be sent to help us learn more about the way you prefer to work. Following a successful first interview, you'll meet with a second set of Littlepay folks, and be invited to participate in the final stage before being presented with an offer.

If you have any questions regarding the recruitment process or if you require any accommodations for any stage in the interview process, please don't hesitate to let us know. Additionally, if you don't meet all of the criteria (we know that some underrepresented groups tend to avoid applying if they don't), please still apply. We really enjoy meeting people who might bring a fresh perspective on a problem we need to solve

Ultimately, being part of our small but mighty team means you'll have the opportunity to learn about micropayments, and have a hand in the provision of services that impact millions of people. You'll help us deliver on our revolutionary product roadmap and help scale our platform as we continue to expand across the globe.

If this opportunity interests you, hit apply We look forward to learning about you.