Application Support Specialist

At Trilogy Care, AI isn’t a side project, it’s how we build. We’re hiring people who think AI-first and want to apply that mindset to transform health & care tech. If you’re looking to work with AI as part of your everyday toolkit, this is where your work makes an immediate impact. We’re not just tweaking an old system - we’re rebuilding the future of aged care from the ground up, powered by AI, automation and cloud‑native tech. As an industry first‑mover in practical AI, we’ve embedded real autonomy, experimentation and velocity into the heart of our tech team. Every employee from engineering to front‑line care has access to generative AI tools at their fingertips. You’ll be part of a fast‑growing product and engineering function solving deeply human challenges with modern tools, agile ways of working, and a chance to create real social impact. About the Role We are seeking a proactive and detail‑oriented Junior Application Support Officer to join our technology team. In this newly created Level 1 support role, you will provide first‑line triage and support for internal teams and, over time, external users of our platform. This position is a 12‑month fixed‑term role introduced to centralise and streamline support, enabling our development and QA teams to focus on core engineering work and product enhancements. You will play a key role in improving response times, strengthening communication between teams, and building the foundational support knowledge base that will scale with our organisation. What You’ll Do As our Application Support Officer, you will: First‑Line Support & Triage Monitor support channels, including internal Teams messages, the support inbox, and external client queries. Provide timely first‑level responses, troubleshooting, and user guidance based on established playbooks. Perform data checks and basic diagnostic tasks to identify common issues before escalation. Escalate issues to Level 2 (QA or development teams) with clear documentation and replication steps. Knowledge & Documentation Maintain and improve our internal support knowledge base and FAQs. Identify recurring support patterns and work with QA/engineering to evolve troubleshooting playbooks. Document new issues, system behaviours, and edge cases to support future scalability. Cross‑Team Communication Act as a communication bridge between users, QA, and development teams. Ensure support queries are categorised, tracked, and followed through to resolution. Support the rollout of product improvements by helping users understand new features or changes. Recommend improvements to workflows, documentation, and support processes. Contribute to a responsive and user‑focused support experience for both internal and external teams. What You’ll Bring The ideal candidate will have: Technical & Problem‑Solving Skills Basic understanding of web applications, SaaS platforms, or technical support environments. Strong troubleshooting ability and a willingness to learn technical concepts quickly. Experience with ticketing systems or support tools (desirable but not required). Clear written and verbal communication skills with the ability to explain things simply. A customer‑first mindset with patience and empathy. Ability to work closely with developers, QA, and product teams to ensure accurate information flow. Personal Attributes Highly organised with strong attention to detail. Curious and proactive—comfortable asking questions, digging into issues, and documenting your learning. A positive attitude, willingness to learn, and interest in growing your career in a technology environment. Experience Prior experience in a technical support, customer support, IT helpdesk, QA, or junior technical role is advantageous. Graduates in IT, Computer Science, Software Engineering, or related fields are encouraged to apply. Familiarity with database software and SQL Background in SaaS, healthcare, or compliance‑regulated environments Interest in AI‑driven features and emerging technologies Why Trilogy Care? Expansive new King Street office with excellent facilities, close to public transport, cafes, restaurants and supermarkets Vibrant team culture and regular social events Career mapping and progression opportunities across digital and data teams Salary packaging to boost your take‑home pay Access to Fitness Passport to support your health and wellbeing EAP support for you and your immediate family Employee discounts on groceries, fuel, utility bills, wellness and more Hybrid working environment Please note To join our team, you’ll need to have full Australian work rights. As part of our standard recruitment process, we’ll also conduct a working rights check, police check and request professional references during onboarding. We appreciate the interest of recruitment agencies but kindly ask that resumes not be submitted unless a prior agreement is in place. Trilogy Care will not accept responsibility for any fees related to unsolicited resumes. #J-18808-Ljbffr