Senior Technical Support Engineer

About the role

Senior Technical Support Engineer, APAC

This position is responsible for ensuring the stability and reliability of the FloQast Accounting Transformation Platform for customers across the Asia-Pacific region. The role demands a high level of ownership over complex technical issues, requiring deep analysis and precise execution to resolve obstacles impacting critical financial operations. Success in this position is measured by the ability to restore platform functionality while maintaining the integrity of audit trails and compliance requirements.

Based in the Sydney Central Business District, this role serves as the primary technical link between regional customers and the global engineering organization. The position requires a hybrid schedule, with four days per week spent working from the office to facilitate direct collaboration with local teams. It is important to note that this position does not offer visa sponsorship for international candidates.

Position Overview and Mission

The Senior Technical Support Engineer acts as the technical authority for demanding cases within the FloQast ecosystem. This involves owning the lifecycle of complex issues from initial detection through final resolution. A core responsibility is protecting critical audit and compliance windows by ensuring that troubleshooting activities do not interfere with scheduled financial closes. The position translates dense technical data into clear, actionable steps for clients, bridging the gap between technical constraints and business needs.

This Sydney-based role is foundational to the local go-to-market strategy. The position partners directly with Customer Success and Sales teams to provide regional expertise while simultaneously contributing to the global knowledge base. The work performed in Sydney influences product improvements and support standards worldwide, creating a feedback loop that benefits the entire FloQast organization.

Key Responsibilities

The daily work of this role involves designing and implementing structured processes for technical engagement. This includes creating intake workflows that efficiently capture technical symptoms and isolate environmental variables. The engineer will construct specific debugging paths through integrations, meticulously validating configuration details against official release notes and change logs.

A significant portion of the role involves guiding customers through controlled experiments. These experiments are designed to isolate specific variables while ensuring zero disruption to production data and financial reporting integrity. Coordination with internal engineering teams is constant, involving the setup of review checkpoints to confirm issue scope and agree on subsequent actions.

The role requires the creation of comprehensive investigation artifacts. These artifacts are packaged specifically for product teams to prioritize fixes and inform future development cycles. Documentation is also a key deliverable; the engineer shapes handoff materials that allow support colleagues to continue conversations seamlessly. For enterprise accounts, the position coordinates with partner teams to align on joint response strategies during escalations.

To maintain efficiency, the engineer maintains personal playbooks. These playbooks track recurring patterns and shortcut solutions for common errors, enabling faster resolution times. The role leverages the FloQast suite of tools to perform deep dives into customer environments and resolve intricate integration failures.

Mandatory Qualifications

Candidates must bring a minimum of three years of experience solving technical issues within cloud-based software environments. A strong understanding of complex systems is essential, particularly where accounting rules intersect with technology integrations. The ability to handle these intersecting demands is non-negotiable for success in this position.

Clear communication is a core requirement. The engineer must be able to explain technical constraints to both technical and non-technical audiences with precision and patience. This includes documenting steps and decisions in a way that is accessible to stakeholders with varying levels of expertise.

The role involves significant collaboration with remote teams. The candidate must work comfortably across different time zones and workflows, maintaining productivity without direct supervision. Adaptability to different communication styles and tools is essential.

Preferred Qualifications

While not mandatory, experience with accounting platforms or financial close software is highly valued. This specific background reduces the learning curve associated with FloQast products and allows the engineer to provide more insightful guidance to customers. Familiarity with the nuances of financial technology environments is considered a distinct advantage.

Tools and Application

The primary technical skill required for this role is a functional understanding of the FloQast platform. Proficiency in using the toolset to diagnose and resolve issues is expected from day one.

Interested candidates are advised to confirm specific application details on the official career page. Compensation for this position is $180,000 AUD on an annual basis.