Application Support Engineer

Cox Purtell; Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Hybrid work arrangement

Conversion potential

Job summary

Cox Purtell is recruiting for an enterprise technical support professional to manage complex support cases end-to-end in a hybrid Sydney role. You will triage, investigate, troubleshoot, escalate when needed, and maintain clear communication with customers throughout the lifecycle.

The role emphasizes root-cause analysis, cross-functional collaboration with engineering and product teams, and handling multiple cases concurrently in a high-volume environment.

Qualifications

• Working knowledge of SQL and relational databases; able to write basic queries and understand data relationships.
• Comfort working in a Linux environment; can navigate terminal, run commands and review logs.
• Solid understanding of ITIL and enterprise support processes, including ticket triage, escalation, and SLA adherence.

Responsibilities

• Manage technical support cases end-to-end, triaging, investigating, troubleshooting and escalating when needed.
• Communicate clearly with customers throughout the case lifecycle and manage multiple cases concurrently.
• Collaborate with engineering and product teams when complex issues arise and perform root-cause analysis.

Skills

SQL knowledge

Linux navigation

ITIL knowledge

Customer communication

Tools

REST APIs

SOAP APIs

SSO

LDAP

Job description

If you've spent the last few years supporting complex enterprise applications, digging into logs, debugging scripts, writing SQL queries, and owning problems through to resolution, this is worth a read.
Our client is a Fortune 500 enterprise technology company and one of the world's leading SaaS platforms, used by thousands of organisations globally to run mission-critical workflows at scale. Their Technical Support organisation is the frontline between the product and the customers who depend on it, and they're growing.

The role

You'll manage technical support cases end-to-end, triaging, investigating, troubleshooting, escalating where needed, and communicating clearly with customers throughout. You'll work across multiple cases concurrently, apply root-cause analysis disciplines, and collaborate with engineering and product teams when things get complex.
Real technical problems. Enterprise scale. A structured team that takes the craft of support seriously.

What you'll need

• A background in application support: ideally supporting products from well-known enterprise vendors. Desktop support or infrastructure-only backgrounds are not the right fit here.
• Working knowledge of SQL and relational databases: writing basic queries, understanding data retrieval and relationships. The specific flavour (MySQL, PostgreSQL, SQL Server, Oracle) matters less than genuine hands-on exposure.
• Comfort working in a Linux environment: navigating the terminal, running commands, reviewing logs, basic configuration. Any flavour is fine.
• Solid understanding of ITIL and enterprise support processes: ticket management, triage, escalation procedures, problem management, SLA adherence.
• Strong customer communication skills: written and verbal. This organisation places real value on candidates who can demonstrate a commitment to positive customer outcomes, including managing challenging conversations professionally.

Good to have (not required)

• Integration support experience (REST/SOAP APIs, SSO, LDAP, identity providers)
• Experience with enterprise ITSM platforms (administration, configuration, or support)

The details

• 12-month contract with a strong track record of conversion to permanent.
• Hybrid role: minimum 2 days per week in the Sydney CBD office (Haymarket).
• Australian Citizens and Permanent Residents only.