Senior Technical Service Delivery Engineer
Fourth · Sydney, Australia · hybrid
Our Story
In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes, from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE.
Interested in joining our smart, fun, and talented team?
Position Overview
The Senior Technical Service Delivery Engineer helps improve the reliability and supportability of Fourth’s products by resolving complex technical escalations and addressing the root causes of recurring issues. Within Global Service Delivery (GSD), you will be the technical expert for assigned product areas, working closely with Engineering, Product, Support and SaaS Operations to drive lasting resolutions.
Beyond resolving individual issues, you will strengthen monitoring, automate repetitive tasks and build the knowledge and capabilities of support teams. This is a senior individual contributor role combining hands-on investigation, technical ownership and mentoring to reduce repeat escalations and improve operational readiness.
Key Responsibilities
Complex Resolution & SME Ownership
· Own the most complex escalations within assigned product areas independently; set the quality standard for defect validation and Engineering hand-offs
· Act as the designated subject matter expert (SME) and point of contact (POC) for one or more Fourth products, maintaining deep product knowledge and serving as the internal expert
· Identify root causes and work with Engineering to drive lasting resolutions, moving beyond workarounds to eliminate recurring issues that drive repeat escalations
Problem Management & Recurring Defect Resolution
· Lead problem management within the product domain, maintaining and driving progress on a prioritised list of recurring defects
· Understand defect patterns and provide Engineering with prioritised, actionable root cause findings, following through on agreed next steps
· Track defects through to closure and escalate delays or blockers to the Principal
T2 Enablement & Escalation Quality
· Proactively train and mentor Tier I and Tier II support staff in the product domain; deliver structured enablement sessions
· Lead escalation review for assigned products, assess whether escalations were valid; provide structured closed-loop feedback to Support Management
· Mentor Service Delivery Engineers; set the quality standard for day-to-day work in the product area
Release & Operational Readiness
· Lead release readiness and service transition for assigned product areas — review release impact, provide risk feedback, advocate mitigations
· Contribute to and lead Operational Acceptance Testing (OAT) for assigned products as the framework matures
Knowledge & Automation
· Author and maintain clear, comprehensive runbooks and resolution guides in Confluence for assigned products, enabling knowledge sharing and continuity and reducing reliance on individual experts
· Design and implement automations that reduce repetitive resolution steps within the product domain (scripting, alert configuration, tooling workflows)
· Use approved AI tools (Microsoft Copilot, Claude / Claude Code) for root cause analysis (RCA), defect-pattern analysis and knowledge authoring; lead by example for Service Delivery Engineers
Cross-Functional Collaboration
· Participate in Engineering standups and roadmap discussions for assigned products; represent GSD's perspective
· Contribute to cross-functional defect prioritisation reviews, presenting prioritised findings from assigned product areas
· Collaborate with SaaS Operations on monitoring and alerting for relevant products
Knowledge, Skills & Experience
Required
· 5+ years’ experience in application support, technical service delivery or a comparable technical role.
· Experience enabling Tier II support teams, delivering structured training or mentoring more junior engineers
· Ability to identify opportunities to automate repetitive tasks and design scripting, tooling or workflow solutions within a product domain
· Ability to design and maintain monitoring and alerting configurations for product areas
· Experience in release readiness, change impact analysis or service transition
· Strong understanding of Case Management, Incident Management, Problem Management, SLAs, ITIL principles and Rally fundamentals
· Strong SQL Server knowledge; ability to analyse and investigate data to identify root causes; cross-system log analysis
· Demonstrable analytical and problem-solving skills — ability to clearly define issues, analyse data and draw valid conclusions as to the course of action required
· Working knowledge of Microsoft operating systems, service-oriented architecture, Azure, Layer7 API management tooling and Azure Service Bus
· Familiarity with Zendesk and the Customer Support Portal
· Experience using AI-assisted tools for technical investigation, documentation or analysis, with the ability to validate outputs and follow data-handling requirements
· Strong organisational and time management skills; able to handle multiple concurrent issues with differing priorities
· Clear written and verbal communication; able to translate technical findings for internal stakeholders across Engineering, Product and Support
· Strong attention to detail; ability to execute tasks with urgency and tenacity
Beneficial
· Experience with Sumo Logic, Power BI, or equivalent monitoring / reporting tools
Fourth is an Equal Opportunity Employer
All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, colour, age, national origin, military status, religion, or disability or any other legally protected status.