Application Support Engineer
Melbourne, VIC
Tyro Health – Tyro Health /
Full-time /
Hybrid
Why work for us
We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.
Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.
Take a look here what it's like to work at Tyro.
About Tyro Health
Tyro Health is on a mission to create a better healthcare system. We’re passionate about making payments and claiming easier for practitioners, insurers, software vendors and the Australians they support.
We design our solutions around the way service providers work, whether that’s from a busy practice, a patient’s home or even online – making it easy to get paid, fast.
We are committed to connecting these stakeholders to drive more efficient communication, seamless financial transactions, and greater transparency in Australian healthcare. This is the crucial role our team play in building a better health system for all Australians.
About the role
The Application Support Engineer plays a vital role in our success by reviewing, investigating, and resolving customer technical issues. This position requires strong analytical thinking to diagnose complex technical problems and a solution-oriented mindset to deliver timely resolutions. You'll collaborate across customer support and development engineering teams and apply troubleshooting tools to identify potential product defects and configuration changes. Additionally, you'll proactively analyse trends to identify potential product improvements, and identify opportunities to improve service level expectations. Whilst based in Melbourne, you will report to the Platform Manager
What you'll do
- Customer technical issue resolution
- Responds to and manages customer inquiries in collaboration with our customer support team to addressing technical issues in a timely and professional manner.
- Diagnose technical problems systematically, isolating root causes and testing for potential corrections.
- Leverages technical tools such as database clients, application logs and administration applications to investigate and resolve technical issues.
- Collaborate with other departments such as customer support, to resolve customer issues as needed.
- Accurately records customer issues and steps taken for troubleshooting and corrections applied for future reference.
- Software development
- Identifies, designs and codes product defect fixes and enhancements.
- Ensures fixes and enhancements are production ready.
- Ensuring applications and systems are up to date with patching to prevent security vulnerabilities.
- Helping to identify opportunities for improved operational readiness, such as logging, automated alerting and troubleshooting.
- Product knowledge
- Understands the product and software such as common uses, potential error points and configuration variations.
- Creates and maintains support documentation to share knowledge between team members.
- Stay updated on product knowledge, features, and benefits through ongoing training and collaboration.
- Demonstrates a deep understanding of the products or services offered to address customer issues effectively.
- Uphold and contribute to Tyro’s strong risk culture by complying with our policies, completing mandatory training and identifying and managing risks within your day-to-day work
What you'll bring
- Bachelor’s degree in computer science, information technology (IT), or related field.
- Working knowledge of some or most of these areas: NodeJS, MongoDB, Git, AWS, CI/CD, UNIX scripting
- Basic understanding of: File systems, Accounts and access control, Logging and auditing, Resource and performance monitoring, Databases
- Applies analytical thinking – demonstrates the ability to break down complex issues into smaller, more manageable parts and identify underlying causes.
- A solution-oriented mindset - proactive in researching and testing different solutions to resolve technical problems.
- Excellent time management – by prioritising and handling multiple issues concurrently.
- Collaborative approach – works effectively with customer support and development teams when issues require escalation or clarification.
- Demonstrates customer advocacy – with a genuine desire to help customers, viewing issues as opportunities to provide valuable assistance.
Must have
- Australian/New Zealand citizenship.
Culture and Perks
We offer some amazing employee benefits such as learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, long service leave program, novated leasing, and a Short Term Incentive Program to name a few.
You will work autonomously, and will be trusted to make your own decisions and prioritise effectively. You will report to a manager, and support will always be there if you need it, but we don’t micro-manage.
This role is full time, but flexible to meet your needs. You’ll be provided with a laptop and all the tools and support you need to succeed.
Who we are
Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 600 staff, $34 billion in transactions in FY22, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses. Find out how you can be a part of the Tyro journey today.
Privacy and Submitting your Application
By proceeding to submit your application, you acknowledge that you have read and understood Tyro’s Privacy Policy (www.tyro.com/privacy-policy/) and Privacy Statement & Consent for Job Applicants (www.tyro.com/privacy-statement-job-applicants/) and consent to Tyro collecting, using, holding and disclosing your personal information in accordance with these policies.
Tyro does not accept unsolicited agency CV’s. Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes.
