Level 2 Support Analyst - Education

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 Gov Tech 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'll love this role as Level 2 Support Analyst at Civica
We seek a proactive and technically skilled Level 2 Application Support Analyst to become a part of our support team. In this position, you will deliver advanced application support for Civica software solutions by analyzing and resolving complex customer problems that demand more in-depth technical investigation than Level 1 support.
You will work closely with Level 3 support, Product, Engineering, and Technical Operations teams to deliver timely resolutions, maintain strong customer communication, and contribute to continuous service improvement initiatives.
This is an excellent opportunity for someone who enjoys problem-solving, technical troubleshooting, and collaborative teamwork within a fast-paced SaaS environment.
What you'll do:
Application Support & Incident Management
Investigate and resolve production incidents and service disruptions
Diagnose application errors, performance issues, and system behaviour
Reproduce customer-reported issues and identify root causes
Escalate complex issues with clear technical evidence

SQL & Data Investigation (Core Requirement)
Analyse and validate data across relational databases
Investigate missing, incorrect, or duplicate records
Differentiate between application defects vs data issues
Support engineering teams with data-driven insights

SIS & School Administration Support
Support student lifecycle processes (enrolments, attendance, reporting, timetables)
Assist with academic records, year-end processes, and school operations

Finance Module Support
Troubleshoot issues across AR, AP, GL, billing, and reporting workflows
Support finance users within enterprise platforms

Integrations & Vendor Coordination
Investigate integration and API-related issues
Manage vendor escalations and provide detailed handoffs
Own issues end-to-end until resolution

Log Analysis & Troubleshooting
Analyse system logs, error traces, and background jobs
Perform root cause analysis and identify patterns efficiently

Customer Communication & Case Ownership
Provide clear, timely, and professional updates
Manage SLA-driven cases and customer expectations
Collaborate effectively with technical and non-technical stakeholders

Requirements

At Civica, we value people who are collaborative, customer-focused, and passionate about delivering meaningful outcomes through technology.
To be successful in this role, you will bring:
2+ years in Level 2 Application Support (enterprise/SaaS/ERP/SIS)
Strong SQL skills (queries, joins, data validation)
Experience troubleshooting production incidents & performance issues
Exposure to finance modules (AR/AP/GL/billing)
Strong analytical, problem-solving, and log analysis skills
Excellent written communication (customer-facing)
Experience working in SLA-driven environments

Nice to Have

Experience with Student Information Systems (SIS)
Knowledge of APIs, integrations, and data synchronisation
Exposure to reporting tools / education reporting modules

We Want You to Bring Your Whole Self to Work
There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch.…