Application Support Analyst

Exclaim IT | IT Recruitment Agency; City of Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

Exclaim IT is supporting a Brisbane-based education technology leader in delivering student information systems and learning analytics. They are seeking an Application Support Analyst to provide high-quality technical assistance, troubleshoot issues, and guide users across the company’s software.

You’ll work closely with customers, internal teams and developers to resolve problems and continuously improve the customer experience.

Qualifications

• Experience in application support, software support or a similar technical role.
• Strong analytical and troubleshooting skills with a methodical problem-solving approach.
• 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.

Responsibilities

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

Skills

Troubleshooting

SQL

APIs

Web applications

Documentation

Communication

Issue triage

Job description

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.