Hybrid Level 2 Support Analyst – Customer – Education

at Civica US

• Job title: Level 2 Support Analyst – Customer – Education
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Cloud, SQL
• Location requirements: Hybrid, Adelaide, Australia

About the role

• Level 2 Support Analyst troubleshooting advanced application issues for Civica, a GovTech software provider focused on public services. Collaborating with teams to enhance and resolve customer support cases.

Responsibilities

• **You will:**
• Diagnose, troubleshoot and resolve advanced application issues
• Apply configuration updates, data fixes or workarounds within agreed SLAs
• Collaborate with Level 3 Support, Product and Engineering to progress defects and enhancements
• Maintain accurate case notes and provide clear, professional updates to customers
• Participate in incident, problem and change management processes
• Contribute to knowledge base articles and support documentation
• Provide guidance and mentoring to Level 1 Analysts
• Act as a technical SME during customer meetings or escalations
• This role is ideal for someone who thrives on problem-solving and enjoys supporting customers in a technical, fast-paced environment.

Requirements

• **What you will need to be successful in this role**
• Experience in an application support role**, **ideally in Level 2
• Experience supporting education applications is highly desirable — but we’re also open to candidates from other application support environments
• Strong analytical and troubleshooting skills
• Experience working with SaaS or cloud-based applications
• Familiarity with ITIL processes (Incident, Problem, Change)
• Ability to interpret system logs and troubleshoot configuration or data issues
• Basic SQL skills for querying and reviewing data
• Excellent written and verbal communication skills
• A proactive and collaborative approach to working with technical teams and customers

Benefits

• **Why you'll love working with us.**
• We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:
• **We're all different - **and we love this about us.
• **We provide an inclusive, safe, and welcoming environment to all Civicans **- there are heaps of opportunities to enable you to grow and be your best.
• **Giving culture - **we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.
• **Flexible Work -** we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.