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About the Role

We are seeking an experienced Application Support Analyst for a 12-month fixed-term contract to join our Support & Escalations team. This L2/L3 support role involves taking ownership of incidents and service requests, troubleshooting complex application issues, and resolving problems from investigation to resolution while ensuring client SLAs are met. A significant portion of your day will involve hands-on ticket management using SQL, logs, APIs, and monitoring tools, as well as direct client interaction and collaboration with other technical teams for complex issue resolution.

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 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.
Identify opportunities for automation, continuous improvement and better support processes.
Provide product guidance and training to clients and users.

Requirements

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.
Great attention to detail and a strong customer-service mindset.
Ability to work effectively in a fast-moving environment and take ownership of issues through to resolution.
Experience within payments, banking or financial services is advantageous but not essential.
Experience supporting payment processing, settlement, transaction or POS systems is a plus.
Experience with Azure environments and troubleshooting is a plus.
ITIL certification or experience working within ITIL practices is a plus.
Exposure to software development technologies such as Java, Angular or React is a plus.

Skills

SQL
API troubleshooting
Oracle
PostgreSQL
Zendesk
Problem-solving
Troubleshooting
Customer service
Azure
Java
Angular
React

Location

North Sydney

Work Type

12-month fixed-term contract
Hybrid
Flexible working

Experience Level

Experienced

Benefits

Career development

About the Company

Accelerating the transition to a circular economy through container deposit schemes.
Recycling close to 10 million drink containers daily, diverting them from landfill.
Utilizing technology and services to enable the circular lifecycle of drink containers.
Operating a large in-house software engineering team with modern technology stacks.
Offering a suite of SaaS products and business services including accounting, payments, brand & marketing, materials trading, HR, customer service and support.
Formed in 2017 as a joint venture between Lion and Coca-Cola Europacific Partners.
Headquartered in North Sydney with harbour views and proximity to public transport.
Passionate about ensuring valuable materials are recycled and not wasted.
Providing an inclusive culture, hybrid and flexible working, and career development.
Rebranded from Container Exchange Services to Circular Economy Systems to reflect a vision of leadership in the circular economy transition.