Application Support Engineer

Department-of-Government-Service; Melbourne; On-site; AUD 70,000 - 110,000; Full time

Job summary

Department of Government Service in Melbourne is seeking an Application Support Engineer to maintain and improve customer-facing technologies. The role applies ITIL v4 practices to restore services quickly and sustain high customer satisfaction across the Service Victoria platform.

You will troubleshoot AWS, Datadog dashboards, and Salesforce, manage onboarding/offboarding and user administration, and collaborate with Engineering to drive continuous service improvements in a multi-channel

Qualifications

• Experience facilitating information sessions and communicating technical advice.
• Experience assessing client needs and delivering appropriate solutions.
• Knowledge of relevant legislation, regulations, policies and processes.
• Ability to diagnose, triage and resolve technical incidents.

Responsibilities

• Be a point of technical escalation to assist customer support and triage issues while identifying root causes.
• Provide troubleshooting for the Service Victoria platform including AWS, Datadog dashboards, and Salesforce administration.
• Implement service requests (onboarding, offboarding, user administration) and log platform problems with Engineering for continuous improvement.
• Perform system administration on supported applications to ensure service continuity.

Skills

AWS

Datadog

Salesforce

Job description

Location: Melbourne - CBD and Inner Metro suburbs

Reference: 13039

About the Role

The Application Support Engineer supports customer-facing technologies, provides break/fix support, and develops long-term solutions to recurring incidents. Applying ITIL v4 practices, they restore services within specified timeframes, maintain high customer satisfaction, support customers and agencies in their digital journey on the Service Victoria platform, and deliver continuous service improvements across a multi-channel support environment.

Key Accountabilities

• Be a point of technical escalation to assist our dedicated customer support team and triage issues reported by customers/agencies whilst identifying the root cause of the customer issue.
• Provide troubleshooting for the Service Victoria platform and key applications/services including Amazon Web Services (AWS), Datadog dashboards setup and maintenance, Salesforce administration.
• Implement service requests, including onboarding, offboarding and user administration and identify and log platform problems and defects with Engineering teams to support continuous improvement.
• Perform system administration on supported applications to ensure service continuity for transactions.

About You

• Demonstrated experience in facilitating information sessions, communicating technical advice, advocating solutions and negotiating with stakeholders.
• Demonstrated experience in assessing client needs, delivering appropriate solutions and evaluating individual or agency actions against service agreements.
• Knowledge and understanding of relevant legislation, regulations, policies and processes.
• Ability to diagnose, triage and resolve technical incidents.

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.

Applications close Wednesday 11 November 2026 at 11.59pm