Job Opportunities API

About us We’re Littlepay - a growing fintech headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and 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. About the role As a Senior Technical Support Analyst, you’ll help keep Littlepay’s global platform reliable and performing well. Working closely with Engineering, Product and Customer Delivery, you’ll investigate 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. In this role, you’ll help execute that strategy day-to-day through high-quality support, complex issue investigation, clear communication, team mentoring and continuous improvement of our support practices. What you’ll do 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 turn operational insights into lasting improvements. At the moment, this role is focused on: Lead complex issue investigations: Investigate complex payment flows, working with internal and external team, acquirers and card schemes to resolve issues. Support API and partner integrations: Troubleshoot complex partner integrations, validate API requests/responses, and provide actionable guidance to help partners succeed. Lead high-severity incident response: Coordinate cross-functional response during major incidents. Drive problem management and prevention: Identify recurring issues and systemic weaknesses, lead root cause investigations and help drive preventative actions. Strengthen monitoring and operational readiness: Propose operational improvements that improve service availability and reduce time to detect/resolve. Translate operational signals into platform improvements: Work with Engineering and Product to turn support insights into prioritised fixes and improvements (e.g., reliability work, tooling enhancements, better diagnostics), with a strong focus on customer outcomes. Mentor and enable others: Coach and support the development of Technical Support Analysts through pairing, review, and knowledge sharing. Improve documentation and working practices: Maintain and improve knowledge bases, troubleshooting guides, and operational playbooks, and help implement agreed improvements to support workflows (triage, handoffs, incident comms). Support change and release execution: Provide operational oversight for changes and releases by assessing risk, monitoring impact, coordinating response where needed, and feeding learnings back into support and engineering practices. What we’re looking for Significant experience in technical support within a SaaS platform environment, owning complex investigations end-to-end within payments, finance or transit industries. Technical troubleshooting skills across APIs and distributed systems, including: SQL for investigation and validation API tooling (e.g., Postman or similar) Logs/metrics/traces and practical observability concepts Cloud technologies commonly used to run modern services Experience leading major incident response and driving high-quality follow-ups (PIRs/retrospectives), with an emphasis on learning and prevention. Demonstrated ability to drive operational improvements and to influence cross-functional outcomes without needing formal authority. Confidence working with a range of stakeholders, and able to communicate clearly and inclusively with both technical and non-technical audiences. Ability to mentor and suppo