Application Support Analyst New Melbourne

Join us on our mission to make a better world of work. Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day. Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company. How you can help make a better world of work As a key member of our Camper Technology Support Team, the Level 3 Application Support Analyst is the final point of escalation for technical issues related to our finance (eg. Netsuite), legal (eg. Docusign), and sales applications (eg. Salesforce). This role is crucial for ensuring the stability and performance of our core business systems. You will leverage your deep technical expertise to diagnose and resolve complex application problems, working directly with end-users and collaborating with external vendors and specialised technical teams to find and implement solutions. This role is perfect for someone who thrives at the intersection of people and technology, models best practice, and continuously improves how we work. This is a brand new role for the team and we’re looking for someone unique to help shape it from the ground up and turn it into something that makes a meaningful impact. You will Investigate and troubleshoot highly technical application issues, including but not limited to configuration, database queries, server-side errors, and integration failures. Use advanced diagnostic tools to pinpoint the root cause of application problems. Manage a queue of escalated tickets, ensuring timely communication and resolution in line with Service Level Agreements (SLAs). Coordinate with internal engineering teams, key stakeholders, and external vendors to ensure patching, hotfixes, and new releases are communicated and adopted as appropriate prioritising end user experience. Manage the pipeline of improvements, features, integrations, and change requests from your key stakeholders, and engineering teams. Perform regular health checks on applications and associated systems to prevent potential issues. Contribute to the continuous improvement of support processes and workflows. Your key accountabilities include Final Point of Escalation: Act as the ultimate resource for resolving complex, persistent, or escalated technical issues that cannot be resolved by Level 1 or Level 2 support teams. Proactive Problem Management: Identify trends in recurring issues and work to implement long-term solutions, improving overall application stability and user experience. Vendor and Stakeholder Management: Serve as the primary liaison between our internal teams and external software vendors or third-party experts to manage escalated issues and drive effective resolutions. Knowledge Leadership: Mentor and guide Campers to both use and provide support for specialist applications, sharing your expertise and contributing to the creation of comprehensive documentation and knowledge base articles. Critical Application Support: Maintain and support a wide range of business-critical applications used by our finance, legal, and sales departments, ensuring minimal disruption to business operations. You have Proven experience in a Level 2 or Level 3 application support role, with a strong focus on finance, legal, or sales applications (eg. Salesforce, DocusignCLM); note: Netsuite experience is essential for this role. Exceptional problem-solving and analytical skills with a methodical approach to troubleshooting with the ability to take ownership of complex issues, analyse root causes, and drive to resolution, while mentoring and coaching juniors to develop their troubleshooting and service skills. Excellent communication and interpersonal skills, with the ability to explain complex technical issues to non-technical users and effectively manage vendor relationships. Strong organisational skills and the ability to manage multiple high-priority issues simultaneously. Practical understanding of IT Service Management (ITIL) principles across Incident, and Change with awareness of cybersecurity best practices including access management and responding to security-related events. A continuous improvement mindset, contributing ideas and feedback to raise support standards, documentation quality, and change outcomes through peer review and CAB participation. Experience with a range of technologies, which may include SQL, generative AI, and various operating systems. You are A culture-first teammate who models best practice, amplifies others, and collaborates across regions to deliver consistent, high-quality services for our Campers. Organized, proactive, and outcomes-focused, able to set priorities in a dynamic environment and represent Technology with clarity and care. Motivated by helping people and making complex things simple through great communication and documentation; you care about creating a better world of work through great internal experiences. We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are: Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success Programs, coaching, and budgets to help you thrive personally and professionally Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work Team budgets dedicated to team building activities and connection Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time Extended year-end breaks: An extended refresh period at the end of year Excellent parental leave and in work support program available from day 1 of joining Culture Amp 5 Social Impact Days a year to make a positive impact on the community outside of work MacBooks for you to do your best & a work from home office budget to spend on setting up your home office Medical insurance coverage for you and your family (Available for US & UK only) Additionally, we don't just focus on our internal community; we believe in creating a better world of work for all. We're committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place. We have a strong commitment to Anti‑Racism, and endeavor to lead by example. Every step we make as a business towards anti‑racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti‑Racism here . Please keep reading... Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements. We strongly encourage you to apply if you’re interested: we'd love to know how you can amplify our team with your unique experience If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding roles in Germany). These questions are completely optional, but your participation truly helps. By sharing this anonymous information, you support our efforts to build a more inclusive and equitable hiring process—and help us hold ourselves accountable to that commitment. Your responses are entirely confidential and will not impact hiring decisions. If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly. Culture Amp will retain your CV & personal information for a period of two years (four years for the US) from the date of your application process completion. Culture Amp may contact you in relation to future job opportunities during this time period. For further information please see our privacy policy here or contact Create a Job Alert Interested in building your career at Culture Amp? Get future opportunities sent straight to your email. Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Your location? (Please note that this is a hybrid role, based in Melbourne) * Are you available to attend our Richmond-based office at least three times per week? Do you now, or will you in the future, require visa sponsorship to work at Culture Amp in Australia? * Select... Global Diversity Questions At Culture Amp, we are incredibly proud of how our platform helps companies measure aspects of diversity and inclusion; particularly aspects beyond race and gender. When it comes to measuring diversity for ourselves, we are leading the charge in helping companies think about building balanced teams. 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