Senior Technical Support Specialist
Senior Technical Support Specialist
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Job Description
Every day Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit debit prepaid and merchant services. Our worldwide team helps over 3 million companies more than 1300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
ABOUT US
Whether youre a merchant accepting payments a bank issuing cards or a developer embedding payment technology if it has anything to do with commerce wereAlready on it!Thats why 5m customers and 7k software partners around the world rely on Global Payments to handle more than 73b transactions every year.
Through local expertise and global scale atGlobal Payments wedeliver market-leading technology solutions through five regional sub-brands Eway EzidebitSentral Pigeonhole Software and Storman.
These brands are anchored by Global Payments a Fortune 500 brand and commerce leader powering millions of companies around the world from ambitious startups to enterprise giants.
We make a positive impact on our customers and communities through our values ofPassion Care Accountability Excellence and Ingenuity.
Underpinning our values is our commitment to Diversity Equity and Inclusion woven into our cultural DNA through a multi-year Oceania program focused on two core pillars of action -Reconciliation and Gender Equity.
Sentralis a trusted cloud-based software provider managing school administration student data and parent engagement for over 3000 schools across Australia. From staff to teachers and parents our platform removes the administrative burden to enable school communities to focus on student outcomes.
ABOUT THE ROLE
As a Senior Technical Support Specialist youll be our go-to Subject Matter Expert (SME) tackling high-impact complex technical issues and guiding internal teams to deliver a seamless client experience. Youll manage escalated support cases mentor support staff and collaborate closely with Engineering and DevOps to drive product improvements and enhance system performance.
This is a collaborative hands-on role for someone who thrives on solving tough problems coaching others and making meaningful contributions to technical strategy and support delivery.
What Youll Be Doing:
- Lead the resolution of complex technical issues and escalated support cases
- Deliver deep-dive technical analysis including root cause investigations and trend reporting
- Manage incident classification and ensure timely resolution in alignment with SLAs
- Collaborate with Engineering Product and DevOps on bugs enhancements and solutions
- Act as a technical coach and trainer to support teams sharing expertise and best practices
- Drive improvements to our internal knowledge base and develop self-help resources
- Conduct regular client meetings technical presentations and product update sessions
- Contribute to continuous improvement initiatives and foster a culture of collaboration
SALARY
The salary range for this role is $base superannuation
ABOUT YOU
Were looking for a teammate who will stand by our values and bring them to life. A brand ambassador who collaborates partners and stands with us.
Youre athoughtful problem solverwho finds purpose in making a meaningful impactfor your customers your team and the product you support. You bring acustomer-first mindset a strong analytical approach and experience working in a software environment where collaboration and service excellence are key. You feel confident navigatingcomplex challenges and your ability toprioritise with clarity and focushelps you thriveeven in busy fast-moving settings.
What Youll Bring:
- 5 years experience in application production support (Level 3 support experience essential)
- ITIL certification with 2 years working in an ITIL-aligned environment
- Advanced problem-solving and diagnostics skills with a calm and analytical approach
- Strong communication and stakeholder engagement skills
- Intermediate SQL knowledge and experience interpreting system/application logs
- Experience supporting cloud-based systems (Microsoft Azure preferred) and web servers (e.g. Apache)
- Exposure to containerised applications (e.g. Docker) automation and Infrastructure as Code
- Technical documentation and knowledge base creation expertise
- Tertiary qualifications in IT Networking Computer Science or similar field
Please note that you must have:
- Full work rights in Australia
- Ability to obtain a Working with Children Check
- Ability to obtain an Australian Federal Police Check
OUR BENEFITS
Join a leading global technology brand that offers benefits youll actually value including:
- Flexible work arrangements that support your unique needs;
- 18 weeks paid parental leave for either parent as well as two weeks paid secondary carers leave;
- Women in Digital membership granting you access to a host of member industry events and resources;
- Additional birthday community giving wellness and study leave;
- Our free and confidential Employee Assistance Program counselling service and wellbeing resources;
- A jam-packed calendar of cultural celebrations and social activities;
- Global career and professional development opportunities;
- Salary sacrifice and an Employee Stock Purchase Plan.
READY TO APPLY
Want to join a team that places the needs of our people clients and community at the heart of everything they doby submitting your CV.
Please note you will be redirected to a Global Payments careers page to submit your application.
We respectfully ask that no recruitment agencies contact us regarding this position.
#LI-HYBRID
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex (including pregnancy) national origin ancestry age marital status sexual orientation gender identity or expression disability veteran status genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact .
Required Experience:
Senior IC
Employment Type
Full-Time
