{"id":1509511,"url":"https://alion.io/job/alayacare-senior-developer-escalation-management","title":"Senior Developer - Escalation Management","company":{"id":58166,"name":"AlayaCare","domain":"alayacare.com","url":"https://alion.io/company/alayacare","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Backend","role_family":"Backend","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":100000,"max_usd":200000,"period":"year","method":"role_seniority_country_cell","sample_n":9},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AWS","optional":false},{"name":"CI/CD","optional":false},{"name":"Docker","optional":false},{"name":"Git","optional":false},{"name":"JavaScript","optional":false},{"name":"Jira","optional":false},{"name":"PHP","optional":false},{"name":"Pytest","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"SQLAlchemy","optional":false},{"name":"Vue.js","optional":false}],"status":"live","first_seen_at":"2026-09-30T01:56:25Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-04T00:37:04Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Senior Developer - Customer Experience\nFull-time | Permanent\nMelbourne location\nHybrid working: 2 days in office, 3 days WFH\n Competitive salary package + company stock (RSUs)\n\nMeet AlayaCare\nWe’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.\nWe’re big on Tech with Purpose and passionate about improving lives while building strong software, strong teams, and better outcomes for customers.\nThe role\nWe’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.\nAs 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.\nYou’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.\nThis 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.\nYour days will involve:\nDesign, code, test, and debug complex software to a high standard as a full-time member of the Sirens team.\nProvide Level 3 technical support for product issues, including investigation, troubleshooting, workarounds, and root-cause analysis.\nResolve product defects and deliver enhancements arising from escalations, working within Engineering standards and release processes.\nAct as the technical point of contact for Customer Experience Specialists, helping them diagnose issues and escalate cases effectively.\nCoach and mentor Customer Experience Specialists to build their technical knowledge, confidence, and troubleshooting capability.\nIdentify and develop automations and tools that reduce manual work and help Support resolve issues more efficiently.\nMonitor applications in production, proactively identifying and resolving issues that clients are encountering.\nPartner with Support, Product, and Engineering to identify recurring customer pain points and drive practical improvements.\nContribute to improvements in customer CSAT and NPS through faster, higher-quality resolutions and reduced customer effort.\nPlan, implement, and execute automated tests that validate quality outcomes and contribute to AlayaCare’s testing practices.\nContribute technical leadership within Sirens through code reviews, knowledge-sharing, and role-modelling.\nAnticipate problems, recognise barriers, and proactively raise concerns to management and senior members of the technical organisation.\nParticipate in a future on-call rotation, designed to respect personal time, to support team software.\nYou’ll thrive in this role if you:\nBring 4+ years of professional software engineering experience.\nBring extensive development experience with Python and unit testing using PyTest.\nHave solid working experience with PHP and some experience with JavaScript, preferably Vue, along with their respective unit testing frameworks.\nHave experience using SQL databases, Git, CI/CD tools, Docker, SQLAlchemy, and cloud computing platforms, with AWS preferred.\nHave strong knowledge of AI-assisted development practices and a proactive approach to keeping pace with advancements.\nCan read and navigate unfamiliar code and work across systems you did not build.\nCan work autonomously on ambiguous problems without a local engineering team alongside you.\nHave experience with ticketing and diagnostic tooling such as Zendesk and Jira, application logs and monitoring, and SQL investigation against production data.\nStay aware of current industry trends in technology, performance, and software development tools and practices.\nCommunicate effectively with both technical and non-technical audiences.\nBring advanced problem-solving skills, with the ability to investigate complex Level 3 tickets, identify root causes, and develop practical, sustainable solutions.\nBring advanced collaboration skills and work effectively with Support, Engineering, Product, QA, Infrastructure, and Customer Success.\nBring advanced customer focus, understanding customer impact and prioritising solutions that restore service and reduce disruption.\nHave a background in Computer Science or Engineering, or demonstrate equivalent learning through professional training or technical programmes.\nWe believe great work should be rewarded. Here’s how we show our appreciation:\n Choose your own 2 days/week in office, 3 days WFH\nCompetitive salary + company stock (RSUs)\n5 Wellness days per year\n$1,000/year flexible benefits package\nCompany-paid parental leave\n2 days company-paid volunteer leave to support causes you care about\nTeam lunches, events & wellness activities\nA genuinely open, inclusive, and collaborative culture\nA chance to do purposeful work in the fast-paced tech sector, whilst making real impact in the care space.\n\nBelonging matters\nWe’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. \nNeed adjustments to participate in the recruitment process? We’ve got you. Just reach out to our HR team:  We do not accept unsolicited CVs from Recruitment Agencies.","description_format":"text","description_chars":5877,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Hybrid work","Parental leave"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Home Care Services","EHR & Clinical Software","Practice Management Software"],"lifecycle":[{"event":"open","at":"2026-09-30T07:24:57Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":40,"reasons":["conf:8","velocity","win:early"],"computed_at":"2026-10-03T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/alayacare-senior-developer-escalation-management","json_url":"https://alion.io/job/alayacare-senior-developer-escalation-management.json","meta":{"generated_at":"2026-10-04T01:45:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2344,"day_limit":5000,"remaining_today":2656,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}