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 technical leadership team, the Technical 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 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 helpdesk 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 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, strong mentorship, study support, birthday leave, enhanced super options 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
