Ready to leave a lasting impact on Australia’s health industry?

Join HAMBS, a leading provider of software and information technology solutions to the private health insurance sector for over 30 years. Our dedicated team spans across Adelaide and Sydney, collaborating with over 60% of Australia’s private health funds, empowering them to deliver innovative and competitive services to their valued members. At HAMBS, “work” is a vibrant experience. Our culture is driven by values that define us as United, Good Humans, Brave, and Awesome.

For more information about HAMBS and to explore our current career opportunities, visit: https://jobs.swagapp.com/organisations/hamb-systems

About the Role

We are seeking for a Product Support Analyst to join our Adelaide team. You will play a crucial role in providing advanced technical support for live products and services, ensuring stability, reliability, performance, and positive customer experience. Acting as a third-line support specialist, the role investigates and resolves complex incidents, performs technical diagnosis and root cause analysis, and works closely with Product, Engineering, Platform, Security, and Operations teams to identify and implement permanent solutions.

Key Responsibilities

- Manage incident resolution activities in accordance with established service management frameworks and operational protocols.
- Provide technical leadership during major incidents and contribute to service restoration activities.
- Perform detailed technical investigations using logs, telemetry, monitoring platforms, APIs, and diagnostic tools.
- Analyse system behaviour, identify failure patterns, and determine root causes of production issues.




- Conduct defect analysis and collaborate with engineering teams to validate findings and remediation options.
- Investigate recurring incidents and identify opportunities for prevention and operational improvement.
- Partner with Product and Engineering teams to develop permanent fixes and improve system resilience.
- Support observability initiatives by enhancing monitoring, alerting, logging, and telemetry capabilities.
- Provide operational readiness assessments for new product releases and platform changes.
- Ensure supportability considerations are incorporated throughout the product delivery lifecycle.
- Ensure customer-impacting incidents are managed with urgency, professionalism, and ownership.
- Support internal and external customer communications by providing transparent, accurate, and timely technical information.
- Work closely with Product Managers, Engineers, Platform, Security, Service Operations, and Business stakeholders.
- Partner with Private Health Insurance (PHI) advisory teams to ensure appropriate consideration of industry-specific requirements.

About You

- Degree in Information Technology, Computer Science, Software Engineering, or a related discipline; or equivalent practical experience.
- ITIL Foundation Certification (desirable).
- Cloud platform certifications (Azure, AWS, or Google Cloud) desirable.
- Relevant technical certifications in application support, monitoring, or software engineering advantageous.




- 3-5+ years’ experience in Application Support, Product Support, Production Support, Site Reliability Engineering, or Technical Operations roles.
- Experience supporting business-critical applications within a production environment.
- Proven experience investigating and resolving complex technical incidents.
- Experience performing root cause analysis and problem management activities.
- Experience working within ITIL-aligned Incident, Problem, and Change Management frameworks.
- Experience working with monitoring, observability, and diagnostic platforms.
- Experience within Health Technology, Private Health Insurance, Financial Services, or other highly regulated industries. (Desirable)
- Experience supporting cloud-based applications and distributed systems. (Desirable)
- Experience working in Agile and DevOps delivery environments. (Desirable)
- Experience with automation and scripting tools. (Desirable)
- Experience supporting APIs, microservices, and integration platforms. (Desirable)

Employee Benefits

- Flexible working options, both onsite and remote.
- Paid volunteer and wellbeing leave, with the option to purchase additional leave.
- Salary sacrificing and novated lease options.
- Access to an online learning system and world-class internal and external training sessions.
- Internal employee referral program.

As part of the recruitment process, candidates will need to complete satisfactory verification checks, including but not limited to a National Police Clearance Certificate, appropriate rights to work in Australia, and reference checks.

Our HR team and hiring managers kindly request no unsolicited resumes or approaches from recruitment agencies.

📌 Product Support Analyst (Adelaide)
🏢 HAMB Systems
📍 Adelaide