Software Support Analyst

Job description

At Objective , we create software that makes a difference. With over 400 people and five development labs spread across Australia, New Zealand, the United States of America, and the United Kingdom, Objective is a leading developer of SaaS solutions for the government. As a Software Support Analyst, you'll play a pivotal role in ensuring our customers get the most out of our products. Your primary responsibility will be to provide remote technical support, helping customers overcome day-to-day technical challenges.This role report to the Engineering Support Team Leader and does not have any people management responsibilities. What Your Day Will Look Like: - Own the ticket lifecycle : Manage complex support cases daily across our enterprise SaaS and on-premise products, from initial triage through resolution - Troubleshoot at depth : Diagnose issues spanning application, database, and infrastructure layers, reading logs, running SQL queries, and identifying root causes - Meet SLA commitments : Maintain response and resolution compliance for Priority 1-4 incidents - Contribute to knowledge base : Document solutions, create troubleshooting guides, and identify patterns that lead to pro...