Customer Support Consultant

Description

About us At Fenergo, we’re not just building software—we’re transforming how the world’s leading financial institutions fight financial crime. Headquartered in Dublin and trusted by over 100 of the world’s top financial institutions, we’re on a mission to change the game.  We’re more than a global leader in AI-powered client lifecycle management—we’re reimagining how financial institutions tackle compliance. From Know Your Customer (KYC) and Anti-Money Laundering (AML) to rapidly evolving regulations, we turn complexity into clarity. Our FinCrime Operating System, powered by agentic AI and intelligent automation, helps financial institutions move faster, act smarter, and stay safer across 120+ countries.  But we don’t stop there.  At Fenergo, we believe in a world where financial institutions aren’t just compliant—they’re confident. Where technology doesn’t just meet regulations—it stays ahead of them. Our mission is to empower financial institutions to stop financial crime and create a safer world.   Every product we build, every innovation we deliver, and every partnership we forge is shaped by that belief. We’re tackling some of the toughest challenges in financial technology. From speeding up onboarding to uncovering hidden risks, our work empowers banks to serve their customers with speed, integrity, and peace of mind.  Join us, and be part of a team that’s building smart solutions, solving real problems, and shaping the future—together.  Role Description We are looking for a knowledgeable Customer Support Consultant to triage and resolve issues raised against our software applications.  You will be liaising with our Global client IT Teams to resolve production issues. This position is a full-time, permanent role based in Sydney. The salary range for this role is between $84,000-$88,000, plus superannuation. Responsibilities include: Understanding Fenergo products and their functionality to provide support for our on-premise and SAAS based software, answering functional and technical support queries from our customers and partners Working with Fenergo product teams to provide technical support for reported issues with Fenergo’s SAAS using active monitoring solutions available Accurately document customer issues, understand customer systems and configuration, identify problems, and recommend solutions Develop functional and technical knowledgebase articles through the identification of common support requests Troubleshoot technical issues and drive them through to resolution in line with our agreed SLA’s performing debugging procedures and general first level support Identify and reproduce customer reported software defects and work with our internal development teams to resolve them Establishing the root causes of application errors and escalating serious concerns to the Senior developers. Documenting processes and monitoring application performance metrics. Providing front end support to clients and colleagues in other departments. Communicate with Customers via phone and email to keep them updated on the progress, managing expectations, and updating status of their tickets Work with Project Teams responding to queries raised by client IT Teams via the ticket management system Providing software application support under the supervision of the Senior Engineer. Become a recognised subject matter expert in Fenergo products Participate in on-call duties rotation for out of hours Support, and follow the sun of high priority customer incidents May be required to travel Requirements Minimum Requirements Good understanding of SQL and ability to write basic SQL queries to troubleshoot and correct data issues. Experience working in a Technical Customer Support environment. Good understanding of SAAS software principles. Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams. Strong analytical, problem solving and troubleshooting skills. Demonstrate Customer focus and empathy. High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs. Ability to maintain self-control and objectivity while defusing stressful customer situations. Our promise to you We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.   What we value is at the CORE of how we succeed: Collaboration: Working together to achieve our best Outcomes: Drive Success in every engagement Respect: A collective feeling of inclusion and belonging Excellence: Continuously raising the bar Benefits What's in it for you? Private healthcare cover 23 days annual leave 3 company days Annual bonus opportunity Work From Home set-up allowance Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much more Buddy system for all new starters Collaborative working environment Extensive training programs, classroom and online, through ‘Fenergo University’ Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies Defined training and role tracking to allow you see and assess your own career development and progress Active sports and social club