JOB  DETAILS

As a Level 2 Customer Application Support Analyst, you will provide advanced support for Civica’s Reflect & Recover solution, helping customers resolve more complex application issues that require deeper investigation and technical analysis.

You will manage escalations from Level 1, diagnose root causes, apply configuration changes or workarounds, and keep customers informed throughout the resolution process. You will work closely with Level 3 support, product, engineering, and technical operations teams to progress defects, enhancements, and more complex technical issues.

This role suits someone who enjoys problem-solving, customer support, and working across technical teams. It also provides the opportunity to contribute to knowledge base content, improve support processes, and mentor Level 1 analysts as part of a collaborative support environment

Requirements

What you will need to be successful in this role

• Experience in application support, managing complex or escalated issues
• Strong analytical and problem-solving capability
• Ability to investigate incidents and identify root causes
• Experience applying configuration changes, data fixes, or workarounds
• Understanding of SaaS or cloud-based applications
• Ability to interpret logs, data, and system behaviour
• Clear and professional communication skills
• Experience managing cases and customer updates end-to-end
• Familiarity with ITIL processes (incident, problem, change)
• Experience working with cross-functional teams (support, product, engineering)
• Exposure to tools such as Salesforce or ServiceNow
• Basic SQL skills for data review and analysis
• Strong documentation and knowledge-sharing discipline
• Ability to mentor and support junior team members

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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