About the team

The Chief Operations & Risk Office (CORO) is responsible for the delivery of our core services and the management of all operational and risk functions. The team ensures a seamless and efficient experience for our customers, from onboarding and support to payment processing and fraud prevention, driving reliability and scalability as we grow.

Your mission

As our Application Support Engineer, you will play a vital role in delivering exceptional support and guidance to our customers throughout their journey with our Online gateways. Your technical expertise, combined with a proactive, customer-centric approach, will ensure smooth operations, rapid issue resolution and positive experience for all users.

Reporting to the Major Incident Lead, you will work closely with key stakeholders including COO/CPO/WSA/Cybersource/MPGS (Mastercard) teams. This role blends technical support, stakeholder communication, and customer engagement, with emphasis on being accessible via phone and other channels to support our customers in real-time. You will champion operational coordination between customers, internal teams, and support partners while contributing to continuous improvement initiatives and supporting new service deployments.

Areas of responsibility

Customer Support & Technical Assistance

• Provide exceptional customer support through multiple channels, including phone, email, and in-person assistance where applicable, to help clients with their online payment gateways, shopping cart and website API integration queries.
• Guide customers and internal stakeholders through comprehensive troubleshooting processes, ensuring clear communication and supportive experience from initial contact to complete resolution.
• Act as primary liaison between customers, support teams, and vendors to coordinate activities, escalate issues when necessary, and ensure timely resolution of technical challenges.
• Demonstrate strong troubleshooting capabilities with online payment gateways, various internal platforms, shopping cart queries and website API integration queries.

System Installation & Configuration Management

• Support merchants with their journey on setting up their online payment gateways.
• Support merchants with any enquiries on the various functionalities our online gateways offer.
• Manage enquiries relating to website integration with ANZWL’s online gateways.
• Provide extensive experience in application support, release management, and defect resolution to maintain system reliability and performance.
• Champion operational coordination for urgent operational issues, ensuring rapid response and effective resolution strategies.

Documentation & Process Improvement

• Develop and update comprehensive support documentation, checklists, and training materials to improve internal processes and enhance customer self-service capabilities.
• Contribute to continuous improvement initiatives by identifying opportunities for process optimization and enhanced service delivery methodologies.
• Support new service deployments through technical expertise, documentation development, and stakeholder coordination across multiple organizational functions.
• Maintain accurate records of support activities, issue resolution patterns, and customer feedback to inform strategic improvements and operational enhancements.

What you’ll need

Skills and Experience

• Substantial experience supporting online gateways in customer-facing environments with demonstrated success in technical support delivery.
• Proven experience in application support, release management, and defect resolution with comprehensive understanding of system maintenance and optimisation.
• Strong troubleshooting skills with shopping carts, API and various other functionalities of online gateways.
• Extensive experience providing technical support through multiple channels including phone, email, and remote support tools with diverse client populations.
• Proven experience in setting up online payment gateways, configuration, shopping carts and maintenance with focus on operational excellence and customer satisfaction.

Attributes 

• Excellent verbal and written communication skills with genuine passion for customer service and ability to convey technical concepts with clarity and patience.
• Proactive support professional who enjoys helping customers navigate technical issues with patience, clarity, and positive attitude throughout the support journey.
• Outstanding communicator comfortable working on the phone and via remote support tools to assist diverse clients with varying technical expertise levels.
• Collaborative team player with proven ability to work effectively within support teams while demonstrating capability to work independently and take ownership of complex issues.
• Confident professional capable of tackling complex or "curveball" challenges, demonstrating problem-solving initiative even when situations aren't straightforward or fall outside standard procedures.
• Open-minded and adaptable professional willing to support and troubleshoot areas that may fall outside standard procedures or typical "black-and-white" scenarios.
• Results-oriented individual driven to deliver not just technical resolution but also positive customer experience throughout the entire support journey.

Qualifications

• Tertiary qualifications in Information Technology, Engineering, or related field.
  
  

Our values

At ANZ Worldline Payment Solutions, we live our values, and they set the framework for how we work with each other, our partners, and our customers:

• Innovation
• Excellence
• Cooperation
• Empowerment

We’re passionate about continuous growth and improvement. As we evolve, our jobs and functions may change over time. This document aims to capture the key scope, functions and impact of a role.

We hope you’ll join us on this journey - and encourage you to talk with your manager or our People team about changes, ideas, or if you feel a job description needs updating.

• #LI-MP1