Lead Support Engineer

Your Opportunity 

We’re looking for a Lead Support Engineer to join our Data Domain. 

In this role, you’ll leverage your technical skills to develop, maintain, and support innovative solutions that solve real-world challenges in the payments industry. From designing and building scalable systems to ensuring seamless integration with key technologies, your work will directly impact millions of users. 

You’ll also make an impact by: 

Customer Support & Troubleshooting

• Oversee and manage the Jira support queue, ensuring high-quality and timely responses.
• Participate in troubleshooting complex cases when the team requires additional support.
• Perform log analysis and diagnose platform issues using AWS CloudWatch, Athena, S3, DynamoDB, and Cognito.
• Write SQL queries to analyse partner data or investigate incidents.
• Create detailed Jira cards for internal engineering teams, ensuring complete and actionable information.
• Escalate issues to Data Holders via the CDR JSM portal, preparing all required information.
• Track progress of internal engineering tickets and CDR escalations, providing partners with updates.

Internal Collaboration & Cross-Functional Work

• Collaborate with the Sales team to answer technical questions from potential clients.
• Support the Client Partnership team by resolving escalated issues and producing reports when required.
• Participate in onboarding meetings to answer integration-related technical questions.
• Communicate pain points and recurring issues to the offshore Product team to help prioritise improvements.

Analytics, Monitoring & Continuous Improvement

• Create and maintain dashboards to identify patterns and recurring issues in support tickets.
• Analyse trends to detect systemic issues, data quality problems, or product gaps.
• Recommend improvements to Product and Engineering based on insights gathered.
• Develop automation scripts (Bash or other languages) to reduce repetitive tasks and improve efficiency.

Leadership & People Management

• Lead a team of four Support Engineers, including performance management and career development.
• Provide guidance on escalated issues and help the team strengthen their technical capabilities.
• Ensure balanced workload distribution and uphold support quality standards.
• Conduct regular catchups, feedback sessions, and coaching.

Partner Onboarding & CDR Support

• Work with the Onboarding team to ensure seamless integration for new partners.
• Attend onboarding meetings to provide technical guidance on API and CDR implementation.
• Coordinate internal enablement steps to ensure partners are successfully onboarded.

Knowledge Management & Documentation

• Create and maintain documentation for operational processes, workflows, and troubleshooting procedures.
• Document common errors, uncommon edge cases, and their respective troubleshooting paths.
• Maintain internal knowledge bases, FAQs, runbooks, templates, and checklists.
• Ensure documentation is organised, accessible, and kept current for the support team.
• Record detailed findings for complex cases or detected patterns to improve future investigations.

Qualifications

What you’ll bring 

To succeed in this role, you’ll have: 

Technical Skills

• SQL 
• AWS (Athena, S3, CloudWatch, DynamoDB, Cognito)
• REST API debugging (HTTP, headers, auth flows, rate limits) 
• Log analysis & troubleshooting 
• JSON & data inspection 
• Scripting (Bash/Python) 
• Understanding of relational & non‑relational databases 
• Networking (DNS, TLS/SSL concepts

Tools

• Jira
• Confluence
• BMC Helix
• Github

Soft Skills:

• Excellent written and verbal communication skills.
• Ability to build relationships with customers
• Strong attention to detail in documentation and escalations.
• Ability to manage multiple priorities and coordinate across teams.
• Analytical, proactive, and solution-oriented mindset.
• Cross-team collaboration.
• Leadership and mentoring skills to support team development.
• Demonstrates Cuscal Values.

You’ll stand out from the crowd if you have some of the following:

• Consumer Data Rights (CDR) and Open Banking Ecosystem

Additional Information

Why Cuscal? 

At Cuscal, you’ll find a strong, successful company that’s reimagining the future. And our team is right there at the heart of it all.   

Here, you’ll deliver or support interesting, ground-breaking work that has real impact - on Australia’s financial services sector and the millions of customers it serves. You’ll innovate alongside skilled, smart, connected teams. And you’ll build an impressive, fulfilling career that continues to grow.   

You’ll also enjoy a range of benefits, including: 

• Work in a hybrid model that supports your lifestyle and goals.

• We celebrate success: Our IGNITE program recognises individual and team achievements. 

• Wellbeing focus: We support your physical, mental, and financial health with holistic initiatives and access to discounts via ‘Cuscal Advantage.

Join us and reimagine the future 

If this role excites you, we’d love to explore your potential and vision for the future. Screening and interviews may occur before the job ad closing date, so don’t wait - apply now. 

For further information about this role please contact Careers@cuscal.com.au  

Cuscal is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier-free recruitment process.  

We welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTQIA+ and people from culturally diverse backgrounds to explore career opportunities with Cuscal.   

Note: Cuscal does not accept unsolicited resumes from recruitment agencies or search firms. 

About the Company

Forward with Cuscal 

At Cuscal, we’re not just shaping the future of payments - we’re pioneering it. From launching Australia’s first ATM to being the first certified NPP PayTo Payer and Initiator in 2022, we’ve spent over 59 years building solutions that millions of Australians rely on every day.  

Now, we’re preparing for what’s next, and we want you to be part of it. 

Join us as a Lead Support Engineer and help us deliver ground-breaking solutions that push the boundaries of what’s possible.