Junior Software Support Analyst

TL;DR

Junior Software Support Analyst (GovTech SaaS): Providing technical assistance and troubleshooting for government-focused software solutions with an accent on customer relationship management and technical investigation. Focus on mastering complex software environments, resolving user issues, and collaborating with product teams to enhance service delivery.

Location: Must be based in Sydney, Australia. Only Australian citizens are eligible to apply.

Company

A leading GovTech SaaS company building software that helps governments deliver better services to millions of people.

What you will do

• Resolve customer technical issues via phone, email, and remote support.
• Investigate and troubleshoot software problems using testing environments.
• Build and maintain strong relationships with customers as a trusted technical contact.
• Collaborate with Development, Product, and Customer Success teams to improve product quality.
• Participate in customer meetings and contribute to process improvement initiatives.
• Continuously develop technical expertise on software used by government organizations.

Requirements

• Must be an Australian citizen.
• Must be based in Sydney.
• Strong curiosity and passion for solving technical puzzles.
• Excellent written and verbal communication skills.
• Ability to learn new technologies quickly and take initiative.
• Degree in Computer Science, IT, Engineering, or equivalent practical experience.

Nice to have

• Exposure to Microsoft operating systems.
• Knowledge of databases such as MySQL or SQL Server.
• Understanding of basic troubleshooting or software support principles.

Culture & Benefits

• Clear career development pathways and ongoing mentoring.
• Hybrid working model supporting work-life balance.
• Access to extensive learning resources and technical development.
• Collaborative and supportive team environment.
• Regular social events and team celebrations.
• Opportunity to work on meaningful software with real-world impact.