Technical Support Analyst (T-SQL/SaaS) | Australian Cloud Vendor | Hybrid

J2 Recruitment; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work arrangement (2 days in the

Mentorship

Study support

Birthday leave

Career progression

Job summary

J2 Recruitment presents a hands-on Technical / Application Support Analyst role in Melbourne, Australia. You will troubleshoot complex incidents, support releases, and maintain business continuity for mission-critical clients, collaborating with Customer Success, Development and CloudOps teams.

Ideal candidates will have Level 2/3 support experience in SaaS/enterprise environments, strong SQL Server skills, and proficiency with tools like Freshdesk, ServiceNow, Jira, and Confluence, plus

Qualifications

• Demonstrated Level 2/3 technical or application support experience within SaaS, software or enterprise environments.
• Strong experience with Microsoft SQL Server and T-SQL troubleshooting / query writing.
• Exposure to ticketing and collaboration tools such as Freshdesk, ServiceNow, Jira, Confluence or similar.
• Broad knowledge of Microsoft technologies including Azure, Office 365 and cloud platforms.
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders.
• Any exposure to Payroll, Workforce Management, Time & Attendance or rostering solutions will be highly regarded.

Responsibilities

• Troubleshoot and resolve complex incidents across SaaS platforms.
• Support major releases and upgrades and investigate software defects.
• Maintain business continuity for mission-critical clients.
• Build trusted relationships with internal and external stakeholders.
• Collaborate with Customer Success, Development and CloudOps teams.

Skills

Level 2/3 support

SQL Server / T-SQL

Azure / Office 365

SaaS / enterprise support

Strong communicatio n

API / web debugging tools

Tools

Freshdesk

ServiceNow

Jira

Confluence

Job description

This impressive Australian cloud software and services provider delivers a suite of elegant, configurable SaaS platforms to a portfolio of high-profile corporate, government, SME and enterprise customers throughout Australia and internationally. Renowned for innovation, service quality and long-term client partnerships, the business continues to enjoy strong growth across multiple product lines.

Reporting to an accomplished leadership team, the Technical / Application Support Analyst will work closely with Customer Success, Development and CloudOps functions to troubleshoot and resolve complex incidents, support major releases and upgrades, investigate software defects, maintain business continuity for mission-critical clients, and build trusted relationships with both internal and external stakeholders.

This is a hands-on role suited to an ambitious technologist who enjoys solving problems, communicating clearly with customers, and developing broad technical capability within a modern SaaS environment.

The Technical / Applications Support Analyst will ideally bring to the table:

• Demonstrated Level 2 / Level 3 technical or application support experience within SaaS, software or enterprise environments
• Strong experience with Microsoft SQL Server and T-SQL troubleshooting / query writing
• Exposure to ticketing and collaboration tools such as Freshdesk, ServiceNow, Jira, Confluence or similar
• Broad knowledge of Microsoft technologies including Azure, Office 365 and cloud platforms
• Strong analytical skills with the ability to remain calm under pressure and manage critical incidents professionally
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders
• Any exposure to Payroll, Workforce Management, Time & Attendance or rostering solutions will be highly regarded

This impressive Australian cloud software and services provider delivers a suite of elegant, configurable SaaS platforms to a portfolio of high-profile corporate, government, SME and enterprise customers throughout Australia and internationally. Renowned for innovation, service quality and long-term client partnerships, the business continues to enjoy strong growth across multiple product lines.

Reporting to an accomplished leadership team, the Technical / Application Support Analyst will work closely with Customer Success, Development and CloudOps functions to troubleshoot and resolve complex incidents, support major releases and upgrades, investigate software defects, maintain business continuity for mission-critical clients, and build trusted relationships with both internal and external stakeholders.

This is a hands-on role suited to an ambitious technologist who enjoys solving problems, communicating clearly with customers, and developing broad technical capability within a modern SaaS environment.

The Technical / Applications Support Analyst will ideally bring to the table:

• Demonstrated Level 2 / Level 3 technical or application support experience within SaaS, software or enterprise environments
• Strong experience with Microsoft SQL Server and T-SQL troubleshooting / query writing
• Exposure to ticketing and collaboration tools such as Freshdesk, ServiceNow, Jira, Confluence or similar
• Understanding of APIs, systems integrations, file-based interfaces and web debugging tools such as Postman / browser developer tools
• Broad knowledge of Microsoft technologies including Azure, Office 365 and cloud platforms
• Strong analytical skills with the ability to remain calm under pressure and manage critical incidents professionally
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders
• Any exposure to Payroll, Workforce Management, Time & Attendance or rostering solutions will be highly regarded

In return, the successful Technical / Application Support Analyst will join an award-winning Australian technology business with an outstanding reputation for quality delivery, innovation and staff development.

The role offers a flexible hybrid working model, combining home and Melbourne office HQ collaboration (2 days in office / 3 remote), strong mentorship, study support, birthday leave and genuine long-term career progression as the company continues to scale.

You will be joining a respected support function at an exciting growth phase, with the opportunity to make visible impact while continuing to sharpen your technical skillset.

Interviews are occurring immediately

Additional information

• Technical / Application Support Analyst - Customer Focused Platform Support
• High Profile Enterprise Client Portfolio Across Multiple Industries
• Culture of Shared Knowledge / Upskilling / Innovation & Progression