Technical Support & Cloud Consultant

About the Role NeoXam Sydney/Melbourne seeks a hands-on Technical Support & Cloud Consultant to own cloud operations, triage issues, and collaborate with global R&D in fintech SaaS. This role blends client-facing support with cloud infrastructure ownership within a follow-the-sun model and Australian business hours. What You'll Do

• Serve as the first technical point of contact for NeoXam's global clients, covering Australian business hours within the follow-the-sun model and ensuring seamless handoff with APAC and EMEA counterparts.
• Triage, analyze, and own support tickets end-to-end—from anomaly identification and root cause investigation through to resolution, including software-level fixes in Java and escalation to R&D when required.
• Review and respond to monitoring alerts and operational dashboards; monitor and manage cloud resources (primarily AWS) to ensure performance and availability against production SLAs.
• Troubleshoot and enhance cloud-based deployments; implement patches and configuration fixes; support data migration and cloud onboarding initiatives in collaboration with clients and internal teams.
• Manage technical installations, upgrades, and environment refreshes for client-facing deployments; maintain internal environment replicas for issue reproduction and testing.
• Collaborate with the Paris R&D team and global support counterparts to resolve complex issues and contribute to the NXaaS knowledge base.
• Support pre-sales and implementation teams on technical matters; participate in client calls, project updates, and cross-team coordination. What We're Looking For
• Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
• 3-5 years of experience in technical support, implementation, or infrastructure roles within financial software or the banking/financial services industry.
• Solid working knowledge of AWS (EC2, RDS, ALB, S3, CloudWatch, VPC, IAM); AWS certification is a plus.
• Proficient in Java application troubleshooting—log analysis, memory management, thread dumps, and configuration.
• Ability to diagnose and interpret common database performance issues—including slow queries, missing indexes, lock contention, and execution plan analysis. Experience with Oracle and/or PostgreSQL query tuning is strongly preferred.
• Experience with relational databases—Oracle, PostgreSQL, or SQL Server.
• Scripting ability (Shell, Python, or equivalent) for automation and diagnostics.
• Familiarity with web application servers (Tomcat, JBoss, WebSphere) and messaging systems (IBM MQ, Kafka, or equivalent).
• Working knowledge of XML, REST/SOAP web services, and API integrations.
• EKS (Elastic Kubernetes Service): Strong understanding of Kubernetes fundamentals. Nice to Have
• AWS certification is a plus.