Support Engagement Analyst - Level 3 - Health & Care

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.  

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.  

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities. 

Why you will love this opportunity as a Support Engagement Analyst – Level 3 at Civica

As a Support Engagement Analyst – Level 3, you play a critical role in providing advanced technical support for Civica’s Private Health Insurance software products. You will bring strong engineering‑aligned expertise into the support function, resolving complex issues, applying data fixes where appropriate, and preventing unnecessary escalation to engineering teams. You will act as a trusted technical engagement point for customers, internal stakeholders, and product teams, ensuring high‑quality outcomes and continuity of service.

This role offers the opportunity to operate at the intersection of technical expertise, customer engagement, and engineering collaboration. You will work on complex, real‑world systems that underpin essential health services and contribute directly to improving customer outcomes and service reliability.

You will be trusted to apply judgement, fix issues at source, and take ownership beyond the immediate ticket. This includes resolving production data issues safely, identifying and preventing recurring defects, and contributing to continuous improvement initiatives across support, product, and engineering teams.

You will be recognised as our subject matter expert within the support function, supporting escalations, mentoring team members, and strengthening Civica’s overall support capability. This role offers meaningful exposure to SaaS and on‑premise environments, application architecture, integrations, and structured customer engagements in a highly regulated domain.

Requirements

What you will need to be successful in this role

• 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

Benefits

Why you'll love working with us 

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect: 

We're all different - and we love this about us. 

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best. 

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 - 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. 

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you. 

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.