• Play a critical role in launching and supporting a brand‑new, premium payments platform as part of a small, highly specialised team
• Act as the trusted technical authority, owning complex issues end‑to‑end with all support delivered in‑house
• Help shape how the product, support model and customer experience are built and scaled during a significant migration phase
  
  

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else.  Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand. 

In the role of Senior Associate, you will join a team that’s doubling down on customer obsession and owning it. 

Each day, you’ll go above and beyond to: 

• Own and resolve complex technical issues, acting as the primary escalation point for the platform
• Provide expert technical guidance on APIs, integrations and payment‑related incidents as the internal go‑to specialist
• Partner closely with product, engineering and operations teams to identify root causes and drive long‑term fixes
• Support premium customers when deep investigation or reassurance is required
• Contribute to building support processes, capability uplift and the overall operating model as the product evolves

We’re looking for the best and brightest to deliver the best for our customers. You’ll need: 

• Strong experience in technical support, platform support or engineering‑adjacent roles
• Deep hands‑on knowledge of APIs, integrations or payment platforms
• Proven ability to troubleshoot complex issues across systems, logs and configurations
• Confidence acting as an escalation lead and technical authority in a live customer environment
• Experience working with digital platforms, ecommerce or payments (banking experience not required)
• Strong communication skills, with the ability to explain complex technical topics clearly
• A proactive, ownership‑led mindset, comfortable operating in a build‑phase, ambiguous environment

A diverse and inclusive workplace works better for everyone 

We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated.  We are committed to providing an environment where you can work your way. 

For details on the recruitment process, and accessibility, please visit https://www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team, via nab.careers@nab.com.au (please reference job number) or visit our Careers page through the link above for other contact options. 

Join NAB 

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.