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.