Senior Technical Support Specialist
Global Payments Inc.
Date: 15 hours ago
City: Chatswood, New South Wales
Contract type: Full time
Description
ABOUT US
Whether you’re a merchant accepting payments, a bank issuing cards or a developer embedding payment technology, if it has anything to do with commerce, we’re Already on it! That’s why 5m+ customers and 7k+ software partners around the world rely on Global Payments to handle more than 73b transactions every year.
Through local expertise and global scale, at Global Payments we deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, Sentral, Pigeonhole Software and Storman.
These brands are anchored by Global Payments, a Fortune 500 brand and commerce leader powering millions of companies around the world, from ambitious startups to enterprise giants.
We make a positive impact on our customers and communities through our values of Passion, Care, Accountability, Excellence and Ingenuity.
Underpinning our values is our commitment to Diversity, Equity and Inclusion, woven into our cultural DNA through a multi-year Oceania program focused on two core pillars of action - Reconciliation and Gender Equity.
Sentral is a trusted cloud-based software provider managing school administration, student data and parent engagement for over 3,000 schools across Australia. From staff to teachers and parents, our platform removes the administrative burden to enable school communities to focus on student outcomes.
About The Role
As a Senior Technical Support Specialist, you’ll be our go-to Subject Matter Expert (SME), tackling high-impact, complex technical issues and guiding internal teams to deliver a seamless client experience. You’ll manage escalated support cases, mentor support staff, and collaborate closely with Engineering and DevOps to drive product improvements and enhance system performance.
This is a collaborative, hands-on role for someone who thrives on solving tough problems, coaching others, and making meaningful contributions to technical strategy and support delivery.
What You’ll Be Doing:
The salary range for this role is $92, 000 – 96, 000 base + superannuation
About You
We’re looking for a teammate who will stand by our values and bring them to life. A brand ambassador who collaborates, partners and stands with us.
You’re a thoughtful problem solver who finds purpose in making a meaningful impact—for your customers, your team, and the product you support. You bring a customer-first mindset, a strong analytical approach, and experience working in a software environment where collaboration and service excellence are key. You feel confident navigating complex challenges, and your ability to prioritise with clarity and focus helps you thrive—even in busy, fast-moving settings.
What You’ll Bring:
Join a leading global technology brand that offers benefits you’ll actually value, including:
Want to join a team that places the needs of our people, clients and community at the heart of everything they do? APPLY NOW by submitting your CV.
Please note you will be redirected to a Global Payments careers page to submit your application.
We respectfully ask that no recruitment agencies contact us regarding this position.
ABOUT US
Whether you’re a merchant accepting payments, a bank issuing cards or a developer embedding payment technology, if it has anything to do with commerce, we’re Already on it! That’s why 5m+ customers and 7k+ software partners around the world rely on Global Payments to handle more than 73b transactions every year.
Through local expertise and global scale, at Global Payments we deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, Sentral, Pigeonhole Software and Storman.
These brands are anchored by Global Payments, a Fortune 500 brand and commerce leader powering millions of companies around the world, from ambitious startups to enterprise giants.
We make a positive impact on our customers and communities through our values of Passion, Care, Accountability, Excellence and Ingenuity.
Underpinning our values is our commitment to Diversity, Equity and Inclusion, woven into our cultural DNA through a multi-year Oceania program focused on two core pillars of action - Reconciliation and Gender Equity.
Sentral is a trusted cloud-based software provider managing school administration, student data and parent engagement for over 3,000 schools across Australia. From staff to teachers and parents, our platform removes the administrative burden to enable school communities to focus on student outcomes.
About The Role
As a Senior Technical Support Specialist, you’ll be our go-to Subject Matter Expert (SME), tackling high-impact, complex technical issues and guiding internal teams to deliver a seamless client experience. You’ll manage escalated support cases, mentor support staff, and collaborate closely with Engineering and DevOps to drive product improvements and enhance system performance.
This is a collaborative, hands-on role for someone who thrives on solving tough problems, coaching others, and making meaningful contributions to technical strategy and support delivery.
What You’ll Be Doing:
- Lead the resolution of complex technical issues and escalated support cases
- Deliver deep-dive technical analysis, including root cause investigations and trend reporting
- Manage incident classification and ensure timely resolution in alignment with SLAs
- Collaborate with Engineering, Product, and DevOps on bugs, enhancements, and solutions
- Act as a technical coach and trainer to support teams, sharing expertise and best practices
- Drive improvements to our internal knowledge base and develop self-help resources
- Conduct regular client meetings, technical presentations, and product update sessions
- Contribute to continuous improvement initiatives and foster a culture of collaboration
The salary range for this role is $92, 000 – 96, 000 base + superannuation
About You
We’re looking for a teammate who will stand by our values and bring them to life. A brand ambassador who collaborates, partners and stands with us.
You’re a thoughtful problem solver who finds purpose in making a meaningful impact—for your customers, your team, and the product you support. You bring a customer-first mindset, a strong analytical approach, and experience working in a software environment where collaboration and service excellence are key. You feel confident navigating complex challenges, and your ability to prioritise with clarity and focus helps you thrive—even in busy, fast-moving settings.
What You’ll Bring:
- 5+ years’ experience in application production support (Level 3 support experience essential)
- ITIL certification with 2+ years working in an ITIL-aligned environment
- Advanced problem-solving and diagnostics skills, with a calm and analytical approach
- Strong communication and stakeholder engagement skills
- Intermediate SQL knowledge and experience interpreting system/application logs
- Experience supporting cloud-based systems (Microsoft Azure preferred) and web servers (e.g. Apache)
- Exposure to containerised applications (e.g. Docker), automation, and Infrastructure as Code
- Technical documentation and knowledge base creation expertise
- Tertiary qualifications in IT, Networking, Computer Science, or similar field
- Full work rights in Australia
- Ability to obtain a Working with Children Check
- Ability to obtain an Australian Federal Police Check
Join a leading global technology brand that offers benefits you’ll actually value, including:
- Flexible work arrangements that support your unique needs;
- 18 weeks paid parental leave for either parent as well as two weeks paid secondary carer’s leave;
- Women in Digital membership, granting you access to a host of member industry events and resources;
- Additional birthday, community giving, wellness and study leave;
- Our free and confidential Employee Assistance Program counselling service and wellbeing resources;
- A jam-packed calendar of cultural celebrations and social activities;
- Global career and professional development opportunities;
- Salary sacrifice and an Employee Stock Purchase Plan.
Want to join a team that places the needs of our people, clients and community at the heart of everything they do? APPLY NOW by submitting your CV.
Please note you will be redirected to a Global Payments careers page to submit your application.
We respectfully ask that no recruitment agencies contact us regarding this position.
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