At a Glance
- Tasks: Troubleshoot complex application issues and manage incidents to ensure client satisfaction.
- Company: Join a dynamic tech team focused on innovative solutions.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Fast-paced environment with great career advancement potential.
- Why this job: Make a real impact by solving challenging problems and enhancing client experiences.
- Qualifications: 2+ years in application support with strong SQL skills and problem-solving abilities.
The predicted salary is between 64350 - 78650 $ per year.
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 clear 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 environment.
- 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 environment and take ownership of issues through to resolution.
Application Support Analyst in Sydney employer: Circular Economy Systems
At CES, we pride ourselves on being an exceptional employer, fostering a vibrant work culture that champions inclusivity and flexibility. Our North Sydney headquarters not only offers stunning harbour views but also provides ample opportunities for career development within a passionate team dedicated to driving the circular economy. As a Client Success Manager, you'll thrive in an environment that values your contributions, encourages collaboration, and prioritises meaningful outcomes for both clients and the community.
