Job Title: Product Support Engineer

Company Description (About us)

Fortiro is a growing FinTech with a highly experienced team, backed by significant investment, and giving you the opportunity to contribute to an award-winning Enterprise SaaS platform. The technology uses emerging technologies and AI to help detect financial crime and enable automation in processes like lending and insurance claim verification. It is used by leading Banks and Financial Services business in Australia, New Zealand and globally.

About the Role

The Product Support Engineer is a critical role at Fortiro, acting as the primary technical interface between our Customer Success team and our Product & Engineering teams.

In this role, you will be responsible for understanding, triaging, and investigating customer-reported issues, identifying bugs, aggregating feedback, and performing detailed root cause analysis. Your insights will directly influence product improvements and ensure our SaaS platform delivers an exceptional customer experience. This role requires a strong technical aptitude, familiarity with SaaS environments, and a passion for problem-solving.

Ultimately, you will deeply assess and help prioritise issues reported by customer feedback in ways that non-technical Customer Support team members wouldn’t be able to.

About you

You are driven to solve complex technical challenges. You possess strong analytical skills, an unwavering commitment to quality, and the ability to communicate effectively with both technical and non-technical stakeholders.

You also have:

• 3+ years of experience in a product support, application support, or similar role for a SaaS product.
• Proven ability to diagnose, troubleshoot, and document complex technical issues, including bug identification and reproduction.
• Hands-on experience with CRM/customer support platforms (preferably HubSpot) and engineering ticketing/bug tracking systems (specifically Azure DevOps).
• Strong understanding of SaaS architecture, APIs, web technologies, and cloud environments (AWS experience is a plus).
• Proficiency in using log management and data visualisation tools (specifically OpenSearch) for monitoring, alerting, and root cause analysis.
• Ability to read and interpret application logs, system performance data, and other diagnostic information to pinpoint issues.
• Excellent analytical and root cause analysis skills, with a methodical approach to problem-solving.
• Experience in categorising, prioritising, and aggregating customer feedback, feature requests, and technical issues for product teams within systems like Azure DevOps.
• Exceptional communication skills (written and verbal) with the ability to articulate technical concepts clearly to diverse audiences.
• A proactive mindset, constantly seeking ways to improve product stability, customer experience, and internal processes.
• (Desirable) Basic understanding of databases and SQL.
• (Desirable) Experience with API testing tools (e.g., Postman).

Responsibilities – you will...

• Act as the key technical escalation point for the Customer Success team, managing and investigating issues logged via HubSpot.
• Triage, reproduce, document, and diagnose technical bugs and issues, creating and updating work items in Azure DevOps.
• Perform thorough root cause analysis for identified bugs, incidents, and recurring problems, utilising OpenSearch for logs and dashboards, and collaborating with engineering.
• Aggregate, categorise, and prioritise customer feedback, feature requests, and bug reports from various channels (including HubSpot) within Azure DevOps for the Product and Engineering teams.
• Collaborate closely with Product Managers and Engineers to provide context on customer pain points, clarify requirements for bug fixes defined in Azure DevOps, and suggest product enhancements.
• Develop and maintain internal documentation, troubleshooting guides, and knowledge base articles related to product issues, workarounds, and solutions.
• Assist in testing bug fixes and new features (tracked in Azure DevOps) to ensure they meet customer requirements and resolve reported issues.
• Identify trends in customer-reported issues by analysing data from HubSpot, Azure DevOps, and OpenSearch, and proactively recommend improvements to the product, documentation, or support processes.
• Ensure timely and effective communication with the Customer Success team regarding the status, investigation, and resolution of technical issues being tracked in Azure DevOps.
• Contribute to a culture of continuous improvement by sharing knowledge and insights across teams.

Our expectation for a successful Product Support Engineer:

• Demonstrating passion and interest in our product and how our customers use it to solve their problems.
• Taking ownership of technical investigations, driving them to resolution or effective hand-off to engineering with comprehensive details in Azure DevOps.
• Anticipating and resolving challenges by engaging with relevant team members (Customer Success, Product, Engineering) to get input, and then making the necessary recommendations to move forward with a sound resolution.
• Communicating with transparency, clarity, trust, and honesty to manage expectations across Customer Success, Product Management, and Engineering.
• Championing the customer experience by ensuring their technical feedback and issues are effectively understood, prioritised, and addressed.

What we offer – and how we help you reach your best potential

We encourage you to be yourself and work in ways that you feel are productive. Our long-term employee retention rate agrees!

We know that our people are the key to our success, so we will empower you to make an impact to our top tier enterprise customers with the best fraud detection solution for financial documents in the world.

You’ll be working in a young and growing business that is a spin-off from Australia’s largest professional services firm. So you’ll get to experience the best of both “corporate” and “start-up” worlds: professional ways of working with best-in-class tools and processes – just faster and more agile with flat decision-making hierarchies.

Our culture is a key cornerstone of our workplace - we’re open, inclusive, embrace differences and love to have fun. We offer flexible work options with both remote and in-person work environments. Your salary will be competitive based on your experience, with defined career progression opportunities, learning & development, formal check-ins and annual plans to ensure you continue to grow and develop your skills and progress your career.