Level 2 Software Support Analyst

This job is for a Software Support Analyst at Noggin, a company that creates software to manage disruption in emergency situations. The role involves providing best-in-class software support to clients, investigating unique anomalies and configurations, and contributing to knowledge base articles. The ideal candidate has experience in software support within a SaaS environment, understands the steps required to investigate and resolve user issues, and values regular client communication. Success in the role involves meeting KPIs, dealing with more complex tickets, and contributing to business improvement ideas. Applicants must be Australian citizens eligible to obtain a security clearance.

• Provide best-in-class software support to clients
• Investigate and resolve complex and challenging support tickets
• Contribute to knowledge base articles for users and clients
• Communicate regularly with clients and adjust approach based on technical sophistication
• Respond to clients with a sense of urgency
• Analyze and document every detail of an issue for escalation to engineering team
• Meet KPIs and targets consistently
• Work on complex configurations for reputable clients
• Contribute business improvement ideas and put them into practice
• Have the opportunity to make a career move within the business.

• Must have a few years' experience in software support within a SaaS environment
• Should have experience working on large, enterprise SaaS solutions
• Must understand the steps required to investigate and resolve a user's issue
• Should value the importance of regular client communication and adjust approach based on technical sophistication of the user
• Must have experience working within a structured and KPI-driven support team, ideally using the ITIL framework
• Should investigate, analyze, and document every detail of an issue and set engineering team up for success when escalating tickets
• Must be an Australian Citizen and eligible to obtain a security clearance.