This is an L2/L3 support role where you'll take ownership of incidents and service requests, troubleshoot complex application issues, and work through problems from investigation to resolution while ensuring client SLAs are met. A large part of your day will be spent getting hands-on with tickets, using SQL, logs, APIs and monitoring tools to understand what's going wrong and find the right solution. You'll also work directly with clients, Product and other technical teams to resolve more complex issues.
Key responsibilities
Manage and resolve L2/L3 incidents and service requests, ensuring issues are properly documented and resolved within agreed SLAs
Investigate and troubleshoot application issues using SQL queries, system logs, APIs and monitoring tools
Support complex, web-based and integrated applications in a production environment
Take ownership of client-raised issues and work them through to resolution
Troubleshoot issues relating to areas such as user access, databases, integrations, application functionality and transaction processing
Communicate directly with clients via email and phone, particularly when investigating more complex issues
Perform system health checks and monitor application performance
Escalate complex technical issues with explicit analysis, troubleshooting steps and supporting information
Work closely with Product, infrastructure, database, network and other technical teams to resolve production issues
Create and maintain knowledge-base articles, support documentation and operational processes
About you
2+ years' experience in application or software support within a complex environment
Strong hands-on SQL skills, including writing and troubleshooting SQL queries/scripts
Experience with databases such as Oracle or PostgreSQL
Experience supporting web-based, enterprise or in-house applications
Hands-on experience troubleshooting API-based integrations
Experience managing incidents and service requests within an SLA-driven setting
Experience with ticketing platforms such as Zendesk or similar
Strong problem-solving and troubleshooting skills
Confidence communicating directly with clients through both email and phone
Ability to work effectively in a fast-moving workplace and take ownership of issues through to resolution
📌 Application Support Analyst Sydney
🏢 Circular Economy Systems
📍 Sydney
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