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 responsibilitiesManage and resolve L2/L3 incidents and service requests, ensuring issues are properly documented and resolved within agreed SLAsInvestigate and troubleshoot application issues using SQL queries, system logs, APIs and monitoring toolsSupport complex, web-based and integrated applications in a production environmentTake ownership of client-raised issues and work them through to resolutionTroubleshoot issues relating to areas such as user access, databases, integrations, application functionality and transaction processingCommunicate directly with clients via email and phone,



particularly when investigating more complex issuesPerform system health checks and monitor application performanceEscalate complex technical issues with transparent analysis, troubleshooting steps and supporting informationWork closely with Product, infrastructure, database, network and other technical teams to resolve production issuesCreate and maintain knowledge-base articles, support documentation and operational processesAbout you2+ years' experience in application or software support within a complex environmentStrong hands-on SQL skills, including writing and troubleshooting SQL queries/scriptsExperience with databases such as Oracle or PostgreSQLExperience supporting web-based, enterprise or in-house applicationsHands-on experience troubleshooting API-based integrationsExperience managing incidents and service requests within an SLA-driven environmentExperience with ticketing platforms such as Zendesk or similarStrong problem-solving and troubleshooting skillsConfidence communicating directly with clients through both email and phoneAbility to work effectively in a fast-moving environment and take ownership of issues through to resolution
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📌 Application Support Analyst (Sydney)
🏢 Circular Economy Systems
📍 Sydney