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.

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 product improvements
• Bridge support and engineering: Translate customer issues into actionable bug reports and feature requests
• Drive Customer Satisfaction: Your mission is to create high levels of customer satisfaction, which leads to loyalty and long-term relationships.
• Product Expertise: Provide remote technical support for Objective solutions, drawing on your up-to-date knowledge of our products and the customer environments they operate in.
• Incident Management: Professionally manage incidents, adhering to established timelines and departmental standards.
• Collaboration: Collaborate with Technical Account Managers to deliver exceptional outcomes for our customers.

Your Skills and Beyond::
• At Objective, we believe in the power of diverse perspectives. While specific skills are valuable, we value diversity and inclusivity equally. If you have some of the skills listed and a passion for learning and growing in a supportive environment, we encourage you to apply.
• Here are some of the skills we appreciate:
• Log analysis: Comfortable reading stack traces, error logs, and correlating events
• Networking fundamentals: HTTP/HTTPS, DNS, firewalls, load balancers enough to identify where problems live
• Windows Server & Webhosting: Understands service management, event logs, and basic configuration
• High degree of knowledge in Microsoft Office (Access, Excel, Advanced MS Word, Outlook)
• Hands on technical experience with Relational Database Management Systems like MySQL or SQL Server, and Microsoft operating systems (Windows Server, Windows), and familiarity with Linux (Ubuntu CLI).
• Strong written and verbal communication skills.
• Excellent customer service skills demonstrating positive outcomes for customers.

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.