Application Support & Testing Specialist

About the role

Xplor, which provides cloud-based payment technology for small and medium-sized businesses, is hiring an Application Support & Testing Specialist for its Education Vertical in Melbourne. Reporting to the Application Support Team Lead, the specialist joins a team of ICT support professionals who investigate, diagnose, test and resolve software and application issues, including reproducing defects and verifying fixes in support and test environments. The role provides technical application support to software users and internal teams while meeting agreed service level agreements.

Key responsibilities

• Investigate, diagnose, test and resolve escalated application support cases within SLAs, including reproducing defects and prioritising resolutions
• Analyse application errors, data issues and system behaviour using SQL, logs, support tools and technical documentation
• Document root causes, workarounds and resolutions for recurring issues
• Prepare and run support testing, including test cases, regression checks and validation of configuration changes, system updates and software fixes
• Liaise with product, development, implementation and customer success teams on complex technical matters
• Analyse ticket trends and support data to improve resolution times and SLAs
• Maintain support procedures, knowledge base articles, troubleshooting guides and internal technical resources

Required profile

• Bachelor degree or higher in Information Technology, Computer Science, Software Engineering, Information Systems or a closely related field
• Demonstrated experience resolving customer-reported technical issues and working with virtual, cross-functional teams
• Experience with ticketing systems and application support tools, and with adapting to changing software environments
• Ability to work within a global organisation and collaborate with international teams
• Must be legally authorised to work in Australia; Xplor does not sponsor visas and cannot offer contractor or Employer of Record arrangements

Required skills

• Strong SQL and advanced Microsoft Excel, with data management and analysis
• Ability to investigate data discrepancies and validate application behaviour
• Strong communication skills to explain technical issues to customers and stakeholders

What we offer

• Hybrid working: 2-3 days per week in the office, the rest from home
• Salary of $85,000 AUD plus superannuation
• 12 weeks gender-neutral paid parental leave
• 3 extra days off for volunteering and giving back
• Unlimited access to LinkedIn Learning and career growth conversations
• Health and life insurance, free mental health support and flexible working arrangements