Who we are:

Named as one of Australia’s Top 5 employers with under 100 employees, for the last 5 years OnDeck has grown to become one of Australia’s largest locally owned online small business lender’s.

OnDeck uses data aggregation & electronic payment technology to evaluate the financial health of small & medium sized businesses to efficiently deliver capital to a market underserved by banks. Through the OnDeck platform, millions of small businesses can obtain loans in a much more convenient & customer-friendly way. We are changing the way small businesses borrow money by combining our passion for Main Street with cutting-edge technology. We evaluate businesses based on their actual performance, not personal credit, & that’s enabled us to say “yes” more often & faster than traditional lenders.

About the role:

We’re looking for a Production Support Engineer with a proactive, “can-do” mindset to join our growing Technology team. This newly created role complements our Senior Production Support Engineer by managing daily operations, resolving technical issues, and driving platform improvements. It reflects OnDeck’s growth and evolving tech landscape—not a replacement, but a chance to shape a key support function during an exciting phase of product innovation and world-first initiatives.

The role operates on a weekly rotating shift (7:00am–3:30pm and 10:00am–6:30pm), Monday to Friday, to ensure consistent production coverage. Occasional after-hours support may be required during critical incidents or urgent deployments, so flexibility is essential.

Key Responsibilities:

Platform Management & Support

• Act as the first point of contact for issues related to our SaaS lending platform, reporting systems, third party data integrations, prioritising & managing resolutions through to completion.
• Perform first-round triage, document resolutions, manage escalations, & clearly communicate updates to internal & external stakeholders.
• Collaborate with the Senior Production Support Engineer & Product team to surface system issues, identify gaps, & recommend enhancements.
• Provide end-user backup support for our IT Manager, on occasion.
• Assist in the delivery of user experience enhancements, such as hotfixes, & product enhancement releases.
• Help implement & support new infrastructure platforms, as our SaS lending platform evolves.
• Work with the Senior Production Support Engineer & Head of Technology to ensure third-party solution integration aligns with OnDeck Australia’s compliance & technical best practices.
• Read & write SQL statements of medium to advanced complexity. You must be able to dig through & make sense of large volumes of data across multiple tables &
• Databases to identify & isolate issues.
• Support various core systems including but not limited to our SaaS lending platform, Salesforce, Alloy, & others.

Support for all business platforms

• Interact with virtually every aspect of our organisation & have a breadth of product knowledge across our core business systems.
• Help address the root cause of platform issues & be very popular inside our organisation as a member of the go-to team for having technical product problems solved.
• Work with internal teams to enhance the end user experience (e.g. decisioning customer applications, servicing customer loans, etc.).
• Analyse issue trends & work with our technology & product teams to advocate for fixes.
• Contribute in a variety of meaningful ways, ensuring your work remains dynamic & engaging. On some days, you may focus on resolving support tickets; on others, you might dive deep into complex data integrity issues using SQL. You’ll also have opportunities to address broader challenges through process optimisation, tool development, or by contributing to cross-functional project initiatives.
• Develop documentation & provide training to business units to enhance their product & technical knowledge to create a more efficient user base less reliant on requiring support.

Skills required

We’re looking for a well-rounded technical professional with a strong mix of technical ability, problem-solving skills, & a collaborative mindset.

The ideal candidate will bring:

• Proficiency in writing medium to advanced SQL queries.
• Proficiency in Linux programming.
• Experience in supporting a Windows environment (end user, & Microsoft365 highly regarded).
• Familiarity with incident management & ticketing systems (e.g., Jira, ServiceNow, Zendesk).
• Experience supporting or administering CRM platforms, particularly Salesforce & Marketing Cloud, as well as exposure to data platforms like Snowflake or similar cloud-based infrastructure.
• Experience with API integrations, scripting languages (e.g., Python, PowerShell), & a general understanding of fintech or financial services environments would be highly regarded.
• Ability to work with monitoring, logging, & alerting tools (e.g., Datadog, New Relic, Splunk) to diagnose & resolve performance & stability issues.
• Strong analytical & problem-solving skills, with a mindset for root cause analysis, process optimisation, & tool enhancement.
• Demonstrated experience or familiarity with AI tools or concepts will be highly valued.
• Demonstrated understanding of data architecture principles, with the ability to troubleshoot data flow issues and contribute to the design of scalable, reliable support solutions.
• Excellent communication skills, capable of clearly engaging with both technical teams & business stakeholders.
• Comfortable working under pressure with experience managing major incidents, coordinating stakeholders, communicating updates, & driving resolution with a calm, methodical, & decisive approach.
• Demonstrates a disciplined & cautious approach to system access & changes, always thinking critically ensuring stability, security, & compliance.

Why Work for OnDeck

Where do we begin? There’s plenty of reasons we’ve been named an Australian Top 5 Employer five years running!

To name a few, at OnDeck, you will:

• Literally change the landscape of small businesses one conversation at a time!
• Have a meaningful impact on the company’s future, and share in the rewards accordingly
• Work in an inclusive, fast-paced environment

What we offer you:

• An open-minded, collaborative workplace, which will both challenge you and celebrate your work.
• Hybrid Work Model – option to work from home 1 day per week
• Fully stocked kitchen with snacks and drinks
• Regular team building events
• Ongoing health & well-being initiatives
• Great CBD location