Senior Software Support Analyst

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.

The Senior Software Support Analyst is a senior, career-level role within the Customer Support team, providing advanced technical support, leadership, and service management expertise for Objective software.

This role takes a lead position in managing the most complex and high-impact incidents, driving service quality, and uplifting team capability through coaching, knowledge sharing, and role modelling best practice support behaviours. The Senior Software Support Analyst operates with a high degree of autonomy and judgement, while working collaboratively across teams to improve service outcomes.

This role report to the Engineering Support Team Leader and does not have any people management responsibilities.

What your day will look like::
Lead the resolution of high-impact, business-critical incidents, acting as incident owner and coordinating across Support, Engineering, and key stakeholders. Drive prioritisation, escalation, and communication using expert judgement while ensuring customer commitments and SLAs are met.

Own Major Incident Reviews, identifying root causes and delivering continuous service improvements in collaboration with cross-functional teams. Provide technical leadership, mentor analysts, and enhance team capability through knowledge sharing and documentation.

Monitor service performance, analyse trends, and proactively address risks to improve service quality and efficiency. Represent Customer Support in key forums, lead improvement initiatives, and champion best practices.

Deliver clear, confident communication during critical incidents, managing stakeholder expectations and ensuring an excellent customer experience.

Your skills and beyond::
• Technical Skills

• Operating Systems: Advanced Windows expertise (Active Directory, Hyper-V, registry, file systems, event logs); Linux/Unix administration knowledge (desirable); strong OS troubleshooting across workstations and servers.

• Networking: Solid understanding of TCP/IP, DNS, DHCP, subnetting, VPNs, firewalls; LAN/WAN and data communications; proven network diagnostics and performance troubleshooting.

• Scripting & Automation: PowerShell (essential); Bash scripting (desirable).

• Databases: Working knowledge of SQL and relational databases; ability to read complex queries.

• Web & Applications: Understanding of web servers; exposure to Java, JavaScript, HTML, HTTP, and modern languages (advantageous); experience with web apps and SaaS platforms.

• Cloud & Virtualisation: Microsoft Hyper-V; VM management and troubleshooting.

• Security: Core network/system security; SSL, firewalls, patching.

• Tools & Diagnostics: Log analysis; ability to interpret logs, error traces, and crash dumps.

• Service Management

• Applies ITIL practices (Incident, Major Incident, Problem, Continual Improvement)
• Leads post-incident reviews and drives measurable improvements
• Uses sound judgement in high-pressure scenarios

• Leadership and Influence

• Leads through influence, expertise, and example
• Confident facilitating discussions with varied stakeholders
• Supports teams through complex situation

• Communicates complex technical issues clearly to all audiences
• Leads discussions during incidents and coordinates across teams
• Coaches junior team members

• Customer Focus
• Prioritises customer impact in decisions
• Manages communication during sensitive incidents with clarity and empathy
• Builds confidence during disruptions
• Uses feedback to improve service and experience

• Problem Solving and Judgement
• Leads investigation of complex, high-impact issues
• Applies sound judgement in uncertain situations
• Makes informed decisions and guides others
• Proactively identifies and mitigates risks

Why join us?:
• Hybrid working to help you balance work and life.

• Extensive learning resources to build your technical skills and career.

• A fun, open plan office environment where collaboration and ideas are encouraged.

• Employee Assistance Programme (EAP) for confidential support.

• Regular social events to connect with your team.

If you do not tick every box, do not let that stop you. We value potential, learning agility, and diverse perspectives just as much as experience, and we encourage you to apply.

At Objective, we recognise and celebrate our diverse team as pivotal to our strong employee engagement and our high-performing culture, underpinned by Our Values.

We are an equal opportunity employer. We do not discriminate based on any protected characteristics or on any other basis prohibited by applicable laws in the regions where we operate.

To ensure a positive experience, please inform our Talent Team of any adjustments or accommodations you may require during the recruitment process, so we can support you effectively.