Investigate, diagnose, test and resolve escalated application support cases within agreed SLAs, including analysing customer issues, reproducing defects, conducting technical testing and prioritising resolutions.
Analyse application errors, data issues and system behaviour using SQL, logs, support tools and available technical documentation.
Use SQL, application logs, support tools and technical documentation to diagnose software faults, data issues, system errors and application performance concerns
Reproduce reported issues in test or support environments and document findings for escalation to product, development or engineering teams.
Prepare and execute support testing activities, including test cases, regression checks and validation of configuration changes, system updates and software fixes before ticket closure.
Perform testing of fixes, configuration changes and system updates to confirm issues have been resolved before closure.
Document root causes, workarounds and resolutions for recurring software and application issues.
Develop and maintain support procedures, knowledge base articles, troubleshooting guides and internal technical resources to assist with the diagnosis and resolution of application issues.
Liaise with product, development, implementation and customer success teams to resolve complex technical support matters.
Analyse ticket trends, recurring issues and system support data to identify opportunities to reduce resolution times, improve SLAs and enhance application support processes.
Maintain high standards of technical support and customer satisfaction by providing accurate, timely and consistent resolution of software, data and application issues.
Meet relevant KPIs relating to ticket resolution, technical accuracy, SLA compliance and quality of resolution.
What we offer
For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the remainder working from home.
This is a full-time opportunity, located in Melbourne, paying a salary of $85000AUD + Super
What would make me a good candidate?
Bachelor degree or higher qualification in Information Technology, Computer Science, Software Engineering, Information Systems or a closely related field
Strong proficiency in SQL, Microsoft Excel and data management, with the ability to investigate data discrepancies, validate application behaviour and support technical issue resolution.
Ability to maintain accuracy, resilience and sound judgement when investigating and resolving urgent or complex technical support matters.
Proactive and self-motivated learner with the ability to quickly understand new software applications, support tools and technical processes.
Experience working with virtual and cross-functional teams, including product, development, implementation and customer support teams.
Advanced Microsoft Office skills, particularly Excel, for analysing support data, preparing reports and assisting with technical investigations.
Ability to work within a global organisation and collaborate with international technical and support teams where required.
Demonstrated experience using multiple technology platforms, support tools, ticketing systems and application support resources.
Demonstrated experience resolving customer-reported technical issues with a professional, solutions-focused and analytical approach.
Ability to adapt to complex and changing software environments, product updates and customer support requirements.
Strong communication skills, with the ability to explain technical issues, resolutions and workarounds clearly to customers and internal stakeholders.
Experience prioritising multiple support tickets, technical investigations and SLA requirements during high-volume periods.
Motivated learner with a strong interest in developing technical application support, testing, troubleshooting and software diagnostic skills.
At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.
Life at Xplor
You’ll be part of a global network of talented colleagues who support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.
Some of our perks and benefits: *include additional benefits provided in your region*
12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
#GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS
Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
Health & Life Insurance
Access to free mental health support
Flexible working arrangements
Ready to apply?
To start your application, please submit your resume and we’ll be in touch as soon as we can. Please include the word "moonshot" at the top of your message to the Hiring Manager so that we know you took the time to read our job ad.
We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via talentsupport@xplortechnologies.com.
Before you apply
To be considered for employment, you must be legally authorised to work in Australia. This applies to remote roles too, as we can only employ people who reside within Australia. Xplor does not sponsor visas, either at the time of hire or at any later time. We're also not able to offer contractor arrangements or Employer of Record engagements for this position at this stage.
Please apply through our careers portal or external job boards only. We're unable to upload emailed applications, as our process requires you to answer screening questions directly.
We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.
Interview Recording and Background Checks
As part of our hiring process, successful candidates will be asked to complete background and identity verification checks. Many of our roles are remote, and to protect both candidates and our business from recruitment fraud, we may record video interviews during the process. We keep any recordings and related data only for as long as the hiring process is active and do not retain them afterwards.
EEO and Artificial Intelligence
We believe in transparent hiring. We use an applicant tracking system with artificial intelligence-enabled features to support our recruitment process, but our recruitment team makes all hiring decisions after human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.
Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.
We make it a priority to respond to every applicant.
