Application Support Analyst

Circular Economy Systems; Sydney; Presencial; AUD 80.000 - 110.000; Jornada completa

Descripción de la vacante

Circular Economy Systems is seeking an experienced L2/L3 Application Support Analyst in Sydney. You will own incidents and service requests, troubleshoot complex application issues with SQL, logs, APIs, and monitoring tools, and collaborate with Product and other technical teams to resolve problems.

Expect direct client interaction and a focus on meeting SLAs. You will work on web-based and integrated applications in a production environment, handling access, database, and integration issues

Formación

• 2+ years in application or software support within a complex environment.
• Strong hands-on SQL skills and ability to write and troubleshoot queries/scripts.
• Experience with Oracle or PostgreSQL databases.
• Experience supporting web-based, enterprise or in-house applications.
• Hands-on API integration troubleshooting.
• 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.
• Confident in communicating with clients via email and phone.
• Ability to work in a fast-moving environment and take ownership through resolution.

Responsabilidades

• Manage and resolve L2/L3 incidents and service requests, ensuring issues are documented and resolved within 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 drive them to resolution.
• Troubleshoot issues related to user access, databases, integrations, application functionality and transaction processing.
• Communicate directly with clients via email and phone, especially for complex issues.
• Perform system health checks and monitor application performance.
• Escalate complex issues with clear analysis and steps taken.
• Collaborate with Product, infrastructure, database, network, and other teams to resolve production issues.
• Create and maintain knowledge-base articles, support documentation and operational processes.

Conocimientos

SQL proficiency

Customer facing

Incident management

Problem solving

Communication

Herramientas

Zendesk

APIs

Descripción del empleo

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