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Fortiro

Technical Support Engineer (L2)

Fortiro Melbourne, Victoria, Australia

Software Development · 11-50 employees

Aug 20
support-engineer Mid (2-5 yrs) Full-time Australia
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About the role

The Technical Support Engineer will manage the alert queue, investigate platform issues using AWS tools, and execute runbooks to resolve incidents. They will also coordinate incident mitigation, contribute to post-incident reviews, and collaborate with the Cloud Observability Engineer to improve system monitoring.

What they look for

Technical support AWS CloudWatch OpenSearch Elasticsearch Incident management Runbook execution AWS ECS AWS Lambda AWS Step Functions AWS SQS AWS SNS AWS RDS AWS S3 Python Bash Triage

Requirements

Candidates should have experience in technical support, NOC, or SRE-adjacent roles within a SaaS or cloud environment. Proficiency in AWS core services, OpenSearch, and basic scripting languages like Python or Bash is required, along with the ability to work rotating shifts.

Benefits

Inclusive culture Flexible working Hybrid working

Full description

About Fortiro

Fortiro is a fintech whose AI-powered platform helps leading banks and financial services customers in Australia, New Zealand, and globally detect financial crime and automate verification in lending and insurance.

Role Mission

Fortiro’s platform underpins fraud detection for major banks and financial services customers operating to 24/7 SLAs. The Technical Support Engineer is the first line of response on our platform support team: owning the alert queue, investigating in CloudWatch and OpenSearch, resolving what the runbook covers, and escalating cleanly when it doesn’t.

Key Responsibilities

  • Own the alert queue during rostered windows: acknowledge, triage, and drive each alert to resolution or escalation within SLA.
  • Investigate directly in AWS CloudWatch and OpenSearch, using knowledge of the platform architecture including but limited to ECS, Step Functions, Lambda, SQS/SNS, RDS, and S3 to know where to look first.
  • Execute runbooks precisely; log every action for audit and post-incident review.
  • Escalate with a clean handover: symptoms, evidence, actions taken, business impact.
  • Cover a rotating shift pattern including evenings, weekends, and public holidays to protect enterprise SLA commitments.
  • Coordinate incidents through to mitigation and contribute to post-incident reviews.
  • Partner with the Cloud Observability Engineer to flag noisy alerts, missing signals, and candidates for automation.
  • Maintain and grow the runbook library, escalation matrix, and known-issues log.

What you’ll bring to the role

  • Experience in a technical support, NOC, SRE-adjacent, or platform operations role in a SaaS or cloud environment.
  • Hands-on with AWS CloudWatch (metrics, alarms, Log Insights) and OpenSearch / Elasticsearch (queries, tenant/request filtering, cross-service correlation).
  • Ability to hold a mental model of a distributed system and reason from symptoms to likely source before opening a runbook.
  • Working familiarity with AWS core services: ECS, Lambda, Step Functions, SQS/SNS, RDS, S3.
  • Strong triage instincts and disciplined runbook execution; clear, calm written communication under pressure.
  • Basic scripting (Bash, Python, or similar) for repetitive investigation steps.
  • Availability to work rotating evenings, weekends, and public holidays.
  • Bonus: exposure to financial services, fraud detection, or regulated SaaS.

Why Fortiro

  • Impact: Support the platforms that protect major banks from financial crime.
  • Growth: Clear path into SRE, observability, or platform engineering as the business scales.
  • Culture: Inclusive, flexible, hybrid working with a long-term investment in our people.

No recruitment agencies please. We have this covered and will reach out if we need support.

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