Senior Developer - Escalation Management

Senior Developer – Customer Experience • 🗓️ Full-time | Permanent • 📍 Melbourne location • 🏡 Hybrid working: 2 days in office, 3 days WFH • 💰 Competitive salary package + company stock (RSUs) Meet AlayaCare We’re a fast-growing SaaS scale-up on a mission to transform aged and disability care across Australia, Canada, the US and beyond. Our platform helps care providers deliver exceptional service in homes, communities, and residential settings. We’re big on Tech with Purpose and passionate about improving lives while building strong software, strong teams, and better outcomes for customers. The role We’re looking for a Senior Developer - Customer Experience who is ready to solve complex customer and product problems through high-quality software engineering, Level 3 troubleshooting, and practical technical leadership. As a member of Sirens, AlayaCare’s Level 3 escalation engineering team, you’ll work closely with the Customer Experience (Support) team to investigate product issues, resolve defects, and deliver sustainable improvements. You’ll build tooling and automation that helps Support resolve issues more efficiently, coach Customer Experience Specialists to strengthen their technical capability, and partner with Support, Product and Engineering to reduce customer effort and improve service outcomes. This is a hands-on senior engineering role where you’ll shape technical direction, work across systems and unfamiliar code, and build security, performance, quality, continuous delivery and monitoring into the way you work. AlayaCare Cloud is written in Python and PHP on the back end, uses JavaScript/Vue.js on the front end, and runs on AWS. Your days will involve: • Design, code, test, and debug complex software to a high standard as a full-time member of the Sirens team. • Provide Level 3 technical support for product issues, including investigation, troubleshooting, workarounds, and root-cause analysis. • Resolve product defects and deliver enhancements arising from escalations, working within Engineering standards and release processes. • Act as the technical point of contact for Customer Experience Specialists, helping them diagnose issues and escalate cases effectively. • Coach and mentor Customer Experience Specialists to build their technical knowledge, confidence, and troubleshooting capability. • Identify and develop automations and tools that reduce manual work and help Support resolve issues more efficiently. • Monitor applications in production, proactively identifying and resolving issues that clients are encountering. • Partner with Support, Product, and Engineering to identify recurring customer pain points and drive practical improvements. • Contribute to improvements in customer CSAT and NPS through faster, higher-quality resolutions and reduced customer effort. • Plan, implement, and execute automated tests that validate quality outcomes and contribute to AlayaCare’s testing practices. • Contribute technical leadership within Sirens through code reviews, knowledge-sharing, and role-modelling. • Anticipate problems, recognise barriers, and proactively raise concerns to management and senior members of the technical organisation. • Participate in a future on-call rotation, designed to respect personal time, to support team software. You’ll thrive in this role if you: • Bring 4+ years of professional software engineering experience. • Bring extensive development experience with Python and unit testing using PyTest. • Have solid working experience with PHP and some experience with JavaScript, preferably Vue, along with their respective unit testing frameworks. • Have experience using SQL databases, Git, CI/CD tools, Docker, SQLAlchemy, and cloud computing platforms, with AWS preferred. • Have strong knowledge of AI-assisted development practices and a proactive approach to keeping pace with advancements. • Can read and navigate unfamiliar code and work across systems you did not build. • Can work autonomously on ambiguous problems without a local engineering team alongside you. • Have experience with ticketing and diagnostic tooling such as Zendesk and Jira, application logs and monitoring, and SQL investigation against production data. • Stay aware of current industry trends in technology, performance, and software development tools and practices. • Communicate effectively with both technical and non-technical audiences. • Bring advanced problem-solving skills, with the ability to investigate complex Level 3 tickets, identify root causes, and develop practical, sustainable solutions. • Bring advanced collaboration skills and work effectively with Support, Engineering, Product, QA, Infrastructure, and Customer Success. • Bring advanced customer focus, understanding customer impact and prioritising solutions that restore service and reduce disruption. • Have a background in Computer Science or Engineering, or demonstrate equivalent learning through professional training or technical programmes. We believe great work should be rewarded. Here’s how we show our appreciation: 🏡Choose your own 2 days/week in office, 3 days WFH 💰 Competitive salary + company stock (RSUs) 🧘 5 Wellness days per year 💳 $1,000/year flexible benefits package 👶 Company-paid parental leave 🧡 2 days company-paid volunteer leave to support causes you care about 🍕 Team lunches, events & wellness activities 🤝 A genuinely open, inclusive, and collaborative culture 💡 A chance to do purposeful work in the fast-paced tech sector, whilst making real impact in the care space. Belonging matters We’re committed to building an organisation that reflects the communities we serve. Diversity, equity, inclusion, and accessibility aren’t just buzzwords here, they’re woven into everything we do. Need adjustments to participate in the recruitment process? We’ve got you. Just reach out to our HR team: people-anz@alayacare.com We do not accept unsolicited CVs from Recruitment Agencies.