Key skills
SQLSaaSMentoringChange ManagementCollaboration
About this role
Role Overview
- Play a critical role in providing advanced technical support for Civica’s Private Health Insurance software products.
- Bring strong engineering‑aligned expertise into the support function, resolving complex issues.
- Apply data fixes where appropriate, and preventing unnecessary escalation to engineering teams.
- Act as a trusted technical engagement point for customers, internal stakeholders, and product teams.
- Operate at the intersection of technical expertise, customer engagement, and engineering collaboration.
- Work on complex, real‑world systems that underpin essential health services and contribute directly to improving customer outcomes and service reliability.
- Apply judgement, fix issues at source, and take ownership beyond the immediate ticket.
- Resolve production data issues safely, identifying and preventing recurring defects, and contribute to continuous improvement initiatives across support, product, and engineering teams.
- Recognised as a subject matter expert within the support function, supporting escalations and mentoring team members.
Requirements
- Proven experience providing senior‑level application support in complex, production environments
- Demonstrated ability to support both SaaS and on‑premise software solutions
- Strong SQL capability, including safely diagnosing and correcting production data issues
- A disciplined approach to data integrity, validation, testing, and rollback controls
- Experience preventing defects from progressing to engineering through early analysis, corrective actions, or configuration changes
- Sound understanding of front‑end and back‑end application components and how to isolate issues across system layers
- Experience supporting, troubleshooting, or analysing API integrations, including push and pull patterns
- Experience managing and participating in software escrow processes, including coordination with product and engineering teams
- Strong stakeholder engagement and escalation management skills, with the ability to build trust during complex or high‑pressure scenarios
- Demonstrated ownership mindset, including identifying trends, improving support practices, and driving better customer outcomes
- Familiarity with ITIL‑aligned incident, problem, and change management practices
- Experience collaborating closely with engineering, product, and technical operations teams
Tech Stack
- SQL
Benefits
- We're all different
- and we love this about us.
- Giving culture
- we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.
- Flexible Work
- we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.