• Troubleshoot complex product and technical issues to determine severity and scope and respond accordingly • Participate in project management and oversight • Manage issues and questions escalated from Customer Support, Account Management, and Implementation teams • Troubleshoot and escalate complex issues to technical and product resources with the appropriate information to resolve customer inquiries • Lead technical troubleshooting sessions with customers and internal technical teams • Maintain ownership of customer communication and follow-up when issues are escalated to product development teams • Use prior knowledge, experience and tools available to provide solutions • Stay current on product offerings and training, development and provide feedback on our tools and customer experience to improve our products • Communicate with customers regarding support cases • Manage all client related issues through Client Relationship Management tool (CRM) – Salesforce • Manage and troubleshoot customer and user configurations • Educate and empower customers to maximize use of products, tools, and services • Monitor system status and health of the products • Maintain internal and external Knowledge Database (KCS, Knowledge Center Solutions) and use to assist troubleshooting • Leverage every customer as an opportunity to strengthen the relationship between the customers and the Experian brand

Role Description This is a fantastic opportunity for someone who enjoys problem solving and making a real difference to customers every day. As an Application Support Analyst, you'll be the go-to expert for investigating and resolving complex software issues and helping customers get maximum value from Civica's solutions. You'll work closely with technical, product, and development teams, giving you exposure to a wide range of technologies and business processes. The role offers plenty of variety, with each day bringing new challenges and opportunities to learn. You'll develop strong technical and customer-facing skills while building expertise in a SaaS environment. There is genuine ownership of work, allowing you to see the impact of the solutions you deliver. You'll also contribute to service improvements, knowledge sharing, and product enhancements that directly benefit customers. Supported by a collaborative team and a culture focused on development, this is an excellent opportunity to accelerate your career, expand your technical capabilities, and play a key role in delivering exceptional customer outcomes. Qualifications - Familiarity with Software as a Service environment, cloud applications and/or on-premises applications. - Technical Proficiency: Demonstrates a solid understanding of configuration and data structures. - Customer Communication: Communicates clearly, professionally, and empathetically with customers. - Analytical Thinking: Applies structured problem-solving skills to investigate incidents. - Team Collaboration: Works effectively with cross-functional teams. - Process and Documentation Discipline: Follows defined support processes. Requirements - Deliver excellent customer service and application support in line with defined service levels and Civica values. - Diagnose, troubleshoot and resolve complex customer issues using a customer-centric approach. - Maintain accurate records of customer interactions, work completed and system changes in compliance with data protection and company policies. - Follow Service Management processes, ticket handling procedures, and information security/compliance requirements. - Continuously develop technical, customer service, and process knowledge to perform effectively in the role. - Contribute to continuous improvement by identifying recurring issues, improving knowledge management, and suggesting process enhancements. - Manage workload proactively whilst collaborating with team members to meet productivity, quality and operational targets. Benefits - 25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days! - Days of Difference – Up to 3 extra days off for volunteering. - Pension Contributions – 5% employer match to support your future. - Income Protection – Up to 75% salary cover for long-term illness. - Life Assurance – 4x salary tax-free lump sum. - Critical Illness Cover – £25,000 lump sum (extendable to dependents). - Private Medical Insurance – Fast access to private healthcare. - Health Cash Plan – Claim back physio, therapies & more. - Dental Insurance – Cover for routine & emergency care. - Electric Vehicle (EV) Scheme – A wide range of electric & hybrid vehicles. - Affinity Groups – Join employee-led communities. - Bounty Bonus – Refer a friend & get rewarded.

• Handling Tier 1–2 support tickets — hardware, software, connectivity, peripherals • Setting up workstations and accounts for new hires at client sites • Supporting Office 365 — Outlook, Teams, SharePoint, One Drive • Troubleshooting printers, VPN, and authentication issues • Keeping tickets, documentation, and asset records clean and up to date • Occasional onsite visits when remote support isn't enough

Role Description As a Senior Technical Support Engineer, you will report to the APJ Technical Support Manager and take ownership of complex customer issues while driving improvements across the support organization. You will serve as a subject matter expert on the LaunchDarkly platform, mentor less experienced team members, and work cross-functionally with Engineering, Product, and Customer Success to improve the customer experience. You are someone who brings deep technical knowledge, independent judgment, and a bias toward action. You value opportunities to lead and to build, not just to resolve. If you're curious and excited about improving the lives and work of software developers worldwide, this role will be a great fit! Responsibilities - Resolve complex, ambiguous customer issues independently, applying in-depth knowledge of LaunchDarkly's platform, SDKs, and integration patterns. - Serve as an escalation point for the APJ team on non-routine cases, providing a recommended course of action and driving issues to resolution. - Identify systemic trends in support cases and lead initiatives to improve internal workflows, tooling, or documentation. - Collaborate with Engineering and Product on high-impact bugs and feature gaps, influencing prioritization based on customer data. - Mentor and develop junior team members, contributing to onboarding programs and knowledge sharing across the team. - Participate in cross-functional programs that extend support's impact beyond ticket resolution. Qualifications - Typically requires a minimum of 8 years of related professional experience in a technical support, software engineering, or equivalent customer-facing technical role. - Experienced in resolving complex, multi-variable technical problems where the path forward requires evaluation and judgment, not just procedure. - Fluent in at least one programming language (e.g., Node.js, Java, PHP) with strong working knowledge of modern software delivery practices. - Capable of directing your own work and determining methods on new or undefined assignments with minimal oversight. - Skilled at adapting communication to different audiences, including advising engineers and non-technical stakeholders on complex matters. - Experienced building working relationships across teams and influencing outcomes outside your immediate area. - Based in Australia, with working hours aligned to APJ business hours. Pay Target pay range for a Level 4: AUD $135,000 - $186,000 - Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary. Company Description Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. - Improving the velocity and stability of software releases, without the fear of end customer outages. - Delivering targeted experiences by easily personalizing features to customer cohorts. - Maximizing the business impact of every feature through the ability to experiment and optimize. - Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types. - Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability.