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.

• Review incoming support tickets related to delivery operations, categorize and prioritize them based on predefined criteria, and escalate issues that require specialized handling or fall outside standard guidelines • Assign tickets to appropriate teams or individuals based on issue complexity and urgency, ensuring compliance with SLAs • Monitor ticket queues regularly to ensure timely responses and resolutions; alerting team leads to any delays that may affect service timelines • Respond to ticket handling questions from internal teams and external partners using established workflows, escalating non-standard issues as needed • Serve as the first point of contact for internal teams and clients when issues are raised, maintaining clear and consistent communication throughout the ticket resolution process • Provide stakeholders with regular updates on the progress of tickets, ensuring transparency and helping manage expectations • Recognize unresolved or critical issues that require escalation to senior analysts or management and raise these concerns promptly • Perform quality checks on completed tickets or tasks, ensuring they meet established guidelines before finalizing or moving forward in the workflow • Ensure tickets handled by internal teams or external partners adhere to defined workflow standards and routing expectations • Ensure work is rerouted appropriately when it fails to meet quality standards, escalating to senior analysts as necessary • Regularly verify that processes and workflows are being followed as designed, flagging any inconsistencies or inefficiencies to leadership for review