Product Support Engineer

Job description

**Who is Plenti?** Plenti is a fintech lender, providing faster, fairer loans by leveraging its smart technology. Plenti is a dynamic and innovative business that is growing strongly. By continuing to deliver better customer experiences, Plenti is taking market share from incumbent players in the personal lending, renewable energy, and automotive finance markets. We are a fast moving and ambitious business that seeks to recruit smart and capable people, who can take ownership of their role to help the business thrive. With over 250 people based in Australia, Plenti is of a size where everyone can make a difference in their role and help us realise our very big ambitions as a team, as we go about building Australia’s best lender. Plenti is a founder led business that launched in 2014, listed on the ASX since 2020 with annual revenue of over $250 million and a loan portfolio of over $3 billion. **About the role:**At Plenti, we're building Australia's best lender — and our platform needs people who can keep it running at its best. As a Product Support Engineer, you'll be the first line of technical defence across our Personal, Auto, Green, and Investor lending products. That means diagnosing real production issues, querying databases, coordinating incident response, and building the knowledge base that makes the whole team sharper over time. This is a role for someone who's genuinely curious about how complex systems work — and motivated to leave them better than they found them. **Key responsibilities:** - Respond to incoming support tickets, assess business impact and priority, and own issues through to resolution within agreed SLA timeframes. - Investigate and resolve complex technical issues spanning application workflows, databases, and API integrations, applying data corrections and configuration updates where required. - Identify and co-ordinate the response to production incidents, communicate timely status updates to affected business teams, and drive post-incident root cause analysis. - Act as the primary technical liaison between customer-facing and operational teams and the engineering team, setting clear expectations on resolution timelines and keeping stakeholders informed throughout. - Triage unresolvable issues to the appropriate engineering team, providing structured defect reports with reproduction steps and supporting evidence to enable fast resolution. - Build and maintain runbooks, troubleshooting guides, and playbooks to improve support scalability and reduce time-to-resolution for recurring issue types. - Identify patterns in recurring issues and advocate for product improvements or automation that reduce manual effort and overall support volume over time. **About you:** - 2+ years of relevant technical experience, or a strong CS/SE academic background - we welcome applications from candidates with hands-on experience in technical support, software engineering, or a similar role, as well as recent graduates with a Computer Science or Software Engineering degree and a strong academic record. - Practical SQL proficiency - the ability to write, read, and review production-safe SQL queries and data-fix scripts, including an understanding of relational database concepts such as foreign keys, constraints, and transaction safety. - Working knowledge of REST APIs - ability to inspect and interpret API requests and responses to diagnose data or integration issues, including familiarity with tools such as Postman or browser dev tools. - Demonstrated problem-solving ability - a track record (academic or professional) of breaking down ambiguous technical problems methodically and reaching a well-reasoned resolution. - Observability tooling familiarity - experience with tools such as Datadog, New Relic, or similar APM platforms is desirable but trainable; curiosity about system behaviour and performance is more important than prior tool knowledge. - Clear written and verbal communication - able to translate a technical finding into a plain-language update for a non-technical stakeholder, and to write structured investigation notes that other engineers can follow.