Are you ready to solve complex technical problems and help keep business-critical systems running?
At SuperChoice, we deliver technology solutions that support the Australian and UK markets. We are looking for an experienced Production Support Analyst to join our Production Support team in Sydney.
In this role, you will support our cloud-based products, production applications, client portals and related APIs. You will investigate incidents, analyse complex issues and work closely with our Product, Development and Technology teams to maintain the consistent and reliable delivery of our products and services.
This is an opportunity to build a detailed understanding of complex systems while playing an important role in supporting our clients and internal teams.
Why apply?
Develop your technical expertise across cloud applications, APIs, SQL and monitoring tools.
Work with business-critical platforms supporting the superannuation industry.
Join a collaborative team where your analysis and ideas can improve system reliability.
What You?ll Be Doing
Reporting to the Production Support Manager, you will:
Become a subject matter expert in our cloud-based products, with a particular focus on our portal solution and related APIs.
Take ownership of support requests raised by Client Services and other internal stakeholders.
Investigate and resolve incidents affecting our production and client UAT environments.
Manage incidents, problems and access requests through Atlassian Jira.
Identify recurring issues and work with other teams to address their underlying causes.
Develop a detailed understanding of how our applications, databases, APIs and supporting systems operate and integrate.
Monitor system performance and availability using tools such as Sumo Logic, Site24x7 and Zabbix.
Proactively identify and address issues before they are raised by clients.
Create, review and execute medium to high-complexity SQL queries.
Prepare data extracts and custom reports to support incident investigation and resolution.
Work closely with Product,



Development and Technology teams to understand how applications are built, deployed and supported.
Support the transition of new applications and system changes into business-as-usual operations.
Analyse complex technical issues and recommend solutions or practical workarounds.
Provide clear and timely updates to technical and non-technical stakeholders during incidents.
Break down complex issues and explain them in clear business language.
Manage multiple priorities and move effectively between incidents and support activities.
Develop and maintain technical support documentation, production operations manuals and configuration records.
Contribute your ideas, observations and recommendations during team discussions and incident reviews.
What We?re Looking For
To succeed in this role, you will have:
Demonstrated experience in production support, application support or a similar technical role.
Experience supporting applications in a complex production setting.
Strong SQL skills, including the ability to create and execute medium to high-complexity queries.
Experience supporting cloud-based applications, APIs or integrated technology platforms.
Strong analytical skills and a structured approach to problem-solving.
The ability to investigate and reverse-engineer complex technical issues.
Experience with incident, problem and access management processes.
The ability to remain calm, logical and methodical during critical incidents.
Strong attention to detail and a commitment to maintaining technical and operational standards.
Excellent written and verbal communication skills.
The ability to explain technical issues clearly to both technical and non-technical stakeholders.




The ability to manage competing priorities and switch efficiently between tasks.
A collaborative approach and experience working with geographically distributed and culturally diverse teams.
A genuine interest in understanding how systems work and why issues occur.
Experience with Java, PostgreSQL, messaging technologies, Atlassian Jira, Sumo Logic, Site24x7, Zabbix, Agile, Kanban or ITIL processes will be highly regarded.
Knowledge of the Australian superannuation, payroll or financial services industries would also be highly valued.
An ITIL or similar certification would be beneficial.
A degree in Computer Science, Mathematics, Engineering or a related discipline is preferred. Applicants with strong relevant technical experience are also encouraged to apply.
Why You?ll Love Working at SuperChoice
At SuperChoice, you will work with experienced people across Technology, Product, Operations and Client Services.
You will have the opportunity to build your knowledge of complex applications, databases, APIs and cloud technology while contributing to the reliability of services used across the superannuation industry.
We value people who are curious, take ownership, ask questions and work together to achieve strong outcomes for our clients.
Ready to Join Us?
We would particularly like to hear about your experience investigating production incidents, working with SQL and supporting integrated applications.
Additional Information
This is a permanent full-time position based in Sydney.
The Production Support team operates a roster that may include work outside standard business hours. Occasional weekend work and a reasonable number of after-hours calls may also be required.
Applicants must have the right to work in Australia.
The successful applicant may be required to complete a National Police Check.
SuperChoice is committed to creating an inclusive workplace and encourages applications from people with diverse backgrounds, experiences and perspectives.
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📌 Production Support Analyst (New South Wales)
🏢 SuperChoice Services
📍 New South Wales