Senior Technical Support Analyst

We’re Littlepay - a growing fintech headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and more recently, Australia. Our payments platform enables our customers to pay for public transport using any payment card, mobile wallet, or wearable device. Processing over USD 1 billion a year in 19 countries and continuing to expand globally, we’re proud to move more people through better payment experiences.

As a Senior Technical Support Analyst, you’ll help keep Littlepay’s global payments platform reliable and performing well. Working closely with Engineering, Product and Customer Delivery, you’ll lead the investigation of complex issues, support customers and partners, and contribute to the smooth delivery of product changes and improvements.

You’ll report to the Technical Support Manager, who leads the support strategy, operational rhythms and cross-functional ways of working. You’ll bring deep payments knowledge to day-to-day support, guide other analysts, and turn operational insights into lasting improvements.

As Littlepay scales, so does the complexity of running a global payments platform. This means there’s always something to learn, and plenty of opportunities to improve the experience for customers and partners.

• Investigate and resolve complex payments issues: Lead the triage and diagnosis of issues raised by customers, partners and internal teams. Use data and technical tooling to trace transactions, identify root causes and agree next steps.
• Work with acquirers and payment partners: Liaise with acquirers and other third parties to investigate transaction and integration issues, coordinate resolution and communicate progress clearly.
• Support API and partner integrations: Help partners integrate successfully by reproducing issues, validating requests and responses, and providing actionable guidance.
• Run effective incident response: Coordinate support activities during incidents, working with Engineering and other stakeholders to assess impact, share updates, escalate appropriately and follow through on post-incident actions.
• Monitor and improve service health: Use monitoring and alerting to detect issues early, and work with Engineering and the Technical Support Manager to improve dashboards, alerts and runbooks.
• Share knowledge and support others: Mentor support analysts and maintain knowledge base articles, troubleshooting guides and playbooks so the team can resolve issues more consistently.
• Improve processes and support change: Identify friction in support workflows, lead agreed improvements, and participate in change and release readiness, including validation and post-change monitoring.
• Collaborate across teams: Share recurring issues, trends and customer impact with Engineering and Product, and contribute support expertise to product implementations and improvements.

We’re looking for someone who enjoys solving complex problems, collaborating across teams and improving how support is delivered.

• Proven experience in a senior technical operations, application support or similar role, with around 4–5 years’ relevant experience.
• Hands-on payments experience, including investigating payment transactions and working directly with acquirers or payment-processing partners to resolve issues.
• A strong understanding of the payment lifecycle and the ability to diagnose issues across systems, integrations and partner boundaries.
• Strong experience troubleshooting APIs and transaction flows, including validating requests and responses and explaining findings clearly.
• Strong working knowledge of SQL for investigation and data validation, and familiarity with cloud technologies.
• Experience coordinating incident response and working within structured support and incident management practices, such as ITIL concepts and post-incident reviews.
• Demonstrated ownership of complex issues through to resolution, with sound judgement on prioritisation and escalation.
• Clear, inclusive communication skills and an ability to work with technical and non-technical audiences across teams and organisations.
• Experience mentoring or sharing knowledge with other analysts, and a proactive approach to improving processes, documentation and support tooling.

At Littlepay, we believe great work happens when we solve problems, together. We see in-person collaboration as an important way to build connections, share ideas, and support each other meaningfully.

For those assigned to an office location, we generally expect a minimum two-day presence in the office each week. This may vary depending on your role, team, and location. For example, our team in Luxembourg works 4 days from the office, whereas our AU and UK teams currently work a minimum of 2 days onsite in our Melbourne/London offices. Some positions might require more frequent office attendance to support cross-functional collaboration, customer engagement, or specific team workflows. Your hiring manager will provide details relevant to your role.

We aim to strike a healthy balance between in-person connection and flexibility, while staying connected to deliver with speed and agility as we continue to scale, ensuring our ways of working support both our people and our shared ambition to move more people through better payment experiences.

If you’ve been shortlisted for the role, you’ll first have a chat with our Talent team, who will set up an interview if the stars align. A short workplace preferences questionnaire will also be sent to help us learn more about the way you prefer to work. Following a successful first interview, you’ll meet with a second set of Littlepay folks, and be invited to participate in the final stage before being presented with an offer.

If you have any questions regarding the recruitment process or if you require any accommodations for any stage in the interview process, please don’t hesitate to let us know. Additionally, if you don’t meet all of the criteria (we know that some underrepresented groups tend to avoid applying if they don’t), please still apply. We really enjoy meeting people who might bring a fresh perspective on a problem we need to solve!

Ultimately, being part of our small but mighty team means you'll have the opportunity to learn about micropayments, and have a hand in the provision of services that impact millions of people. You’ll help us deliver on our revolutionary product roadmap and help scale our platform as we continue to expand across the globe.

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