Application Support Analyst

Exclaim IT; City of Brisbane; On-site; AUD 66,000 - 89,000; Full time

Job summary

Exclaim IT is seeking an Application Support Analyst in Brisbane to provide high-quality technical support across the student management and portal software. You'll work closely with customers, internal teams and developers to troubleshoot issues, document defects, and improve the customer experience.

This hands-on role may require a National Police Check as part of pre-employment screening. Experience with web apps, databases and APIs is preferred, and you will help create user guides and

Qualifications

• Experience in application or software support roles.
• Strong analytical and troubleshooting skills.
• Knowledge of web applications, databases and SQL.

Responsibilities

• Provide professional technical support via phone, email and service desk software.
• Investigate and resolve application, data and system issues with diagnostics.
• Reproduce and document defects; work with developers on resolutions.
• Develop product knowledge and create self-service resources.
• Assist testing and validation of fixes.

Skills

Application support

Troubleshooting

SQL

Web apps

API integrations

Tools

Service desk software

Browser DevTools

Database queries

Job description

Our client is an innovative Australian technology leader transforming the education sector. Based in Brisbane, they develop Student Information Systems and Learning Analytics Suites that support K-12 school communities across Australia.

Their intelligent, connected software simplifies school management and helps schools build stronger communities.

• Location: Hendra, Queensland
• Type: Permanent
• Job #18650
• Salary: A$77,250

Overview

Our client is an innovative Australian technology leader transforming the education sector. Based in Brisbane, they develop Student Information Systems and Learning Analytics Suites that support K-12 school communities across Australia.

Their intelligent, connected software simplifies school management and helps schools build stronger communities.

About the Role

Reporting to the Customer Care Manager, the Application Support Analyst provides high-quality technical support, troubleshooting and system guidance across the company’s student management and portal software.

This is a hands-on technical support role suited to someone who enjoys investigating problems, understanding how systems work and finding practical solutions. You’ll work closely with customers, internal teams and developers to resolve issues and continuously improve the customer experience.

A National Police Check may be required as part of pre-employment screening.

Key Responsibilities

• Customer Support: Provide professional technical support via phone, email and service desk software, including triaging and prioritising customer issues.
• Troubleshooting: Investigate and resolve application, data and system issues using structured troubleshooting and diagnostic tools.
• Bug Reporting & Testing: Reproduce and document software defects, work with developers on resolution, and participate in testing and validation.
• Technical Investigation: Use tools and technical knowledge to investigate issues across web applications, databases, data and integrations.
• Product Knowledge: Develop strong knowledge of the software platforms and create user guides, FAQs and other self-service resources.

What You’ll Bring

• Experience in application support, software support, technical support or a similar technical role.
• Strong analytical and troubleshooting skills and a methodical approach to problem-solving.
• Working knowledge of web applications, databases and SQL.
• Understanding of APIs, integrations and how systems communicate.
• Experience using diagnostic tools such as browser developer tools, logs or similar technologies.
• Ability to identify, reproduce and clearly document software defects.
• Strong communication skills, with the ability to explain technical issues to non-technical customers.
• High attention to detail, a willingness to learn and the ability to take ownership of issues through to resolution.