NAB Platform Support Associate

Where technical problem-solving meets customer experience

Your new company

The Platform Support Associate is responsible for delivering first-line technical support and triage for customers using NAB’s platform technologies. This role acts as the first point of contact for customer-reported issues, performing structured troubleshooting, initial technical analysis, and timely escalation to specialist teams where required.

You will play a critical role in ensuring platform stability, customer confidence, and a high-quality support experience across payments, fraud decisioning, and API-based integrations.

What you’ll do
  • Act as first-line support for customer platform and technical enquiries raised via phone, email and chat channels
  • Resolve common platform issues including:
    1. Password resets and access issues
    2. Portal navigation and configuration queries
    3. API credential validation and authentication failures
  • Perform first-pass technical investigation into:
    1. Failed or declined payment transactions
    2. Transaction processing errors
    3. Fraud-related outcomes generated by Decision Manager rules
  • Review logs, configurations, and API responses to identify likely root causes
  • Prepare high-quality escalation packages for Level 2 or engineering teams, including: Clear problem statements, reproduction steps and logs, screenshots, and transaction references.
  • Support new and existing customers with migration and setup of payment services
  • Educate customers on portal usage and platform functionality
  • Conduct root cause analysis for recurring issues and collaborate with product teams on solutions

What's in it for you?

  • Pay: $52.67 + Super
  • Working Hours: Full-time hours, rotating Monday–Friday roster (8:00 AM – 8:00 PM).
  • Convenient Location: 700 Bourke Street
  • Start Date: Tuesday 9th June 2026

What we're looking for

  • Working understanding of APIs and web services, including:
  • REST and SOAP principles
  • Request/response structures
  • Authentication methods (e.g., API keys, headers)
  • Basic coding or scripting knowledge (e.g. PHP, Python, Java) to support troubleshooting and log interpretation
  • Ability to analyse technical data and error codes to determine likely causes
  • Exposure to payment gateways, card processing flows, and POS environments
  • Ability to understand technical concepts and explain them to non-technical users
  • 1–3 years’ experience in a technical or platform support environment

What you need to do now

At NAB, you’ll be part of a team that values collaboration, accountability and continuous improvement. This role offers exposure to platform technology, payments, and cross-functional teams, while building a strong foundation for long-term career growth.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.



LHS 297508

Summary

Job Type
Temporary
Industry
Banking & Financial Services
Location
VIC - Melbourne CBD
Specialism
Banking
Pay
$52.67 + Super
Ref:
2994534

Talk to a consultant

Talk to Grace Adamson, the specialist consultant managing this position, located in Melbourne
1 Melbourne Quarter, Level 9/699 Collins St, Docklands,

Telephone: 03 9604 9551

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