A Sydney software company is looking for an Application Support Analyst to help customers and internal users with platform issues, configuration questions and recurring incidents. This remote role suits someone with two years of technical support experience who enjoys investigating software behaviour and communicating clear solutions. You will review user reports, reproduce problems, gather evidence, complete basic data checks and escalate defects to product or development teams when required. The role is well suited to someone who likes detail, accurate case notes and improving documentation so future support requests can be resolved faster.

Essential criteria:

• Two years of experience in application support, SaaS support, helpdesk or product support roles.
• Ability to investigate issues using user reports, screenshots, logs, configuration checks and available data.
• Basic SQL understanding for approved lookups, validation or support investigations.
• Experience documenting incidents, reproduction steps, known errors and escalation details clearly.
• Strong customer communication skills and ability to manage expectations during complex support cases.
• Ability to coordinate with developers, product staff or service teams when deeper investigation is needed.

Nice to have:

• Exposure to REST APIs, integrations or browser-based business applications.
• Experience testing fixes, validating releases or supporting user acceptance testing.
• Ability to create knowledge base articles or user-friendly troubleshooting guides.