Support Analyst (Mid-Market Customer Support)

Help Businesses Get More from Their ERP, Payroll & Workforce Management Systems

Join the client's Mid-Market Customer Success & Experience team and play a key role in helping businesses get the most from their business-critical software. If you enjoy solving complex technical problems, working directly with customers, and collaborating across teams to deliver outstanding outcomes, this is an opportunity to make a real impact while growing your expertise in ERP, payroll, and workforce management solutions.

About the Role

As a Support Analyst, you'll provide high-quality technical and application support to client's Mid-Market customers and partners. You'll take ownership of customer issues from initial investigation through to resolution, helping diagnose product, configuration, integration, and data-related challenges while delivering exceptional customer service throughout the process.

Working closely with Product, Engineering, Professional Services, Customer Success, and other internal stakeholders, you'll contribute to continuous improvement initiatives that enhance both customer outcomes and product quality.

What You'll Do

• Own customer support cases from triage through to resolution, validation, and follow-up.

• Investigate and troubleshoot issues relating to system configuration, workflows, security, integrations, data, environments, and product functionality.

• Prioritise support activities based on customer impact, severity, risk, and service commitments.

• Escalate technical issues, defects, and platform-related concerns with clear documentation, evidence, and reproduction steps.

• Support ERP, Payroll, and Workforce Management solutions, including payroll, leave, timesheets, employee data, scheduling, approvals, and reporting.

• Communicate clearly with customers, partners, and internal teams, providing timely updates and guidance throughout the case lifecycle.

• Maintain accurate case records, documentation, and knowledge management practices within CRM and support systems.

• Participate in process improvement initiatives, knowledge sharing, and cross-functional collaboration to improve service quality and customer experience.

What You'll Bring

Required

• Experience in technical, application, or product support for complex software solutions.

• Experience supporting ERP, Payroll, Workforce Management, or similar business-critical platforms.

• Strong troubleshooting skills across application behaviour, system configuration, integrations, and data analysis.

• Understanding of payroll and workforce management concepts, including:

  • Time and attendance

  • Leave management

  • Pay rules

  • Scheduling and approvals

  • Compliance-sensitive payroll processing

• Working knowledge of databases, structured data analysis, and system integrations.

• Strong written and verbal communication skills.

• Excellent organisation, prioritisation, and documentation capabilities.

• High attention to detail and a collaborative approach to problem-solving.

Nice to Have

• Experience with Australian and/or New Zealand payroll and workforce management requirements.

• Exposure to SQL, scripting, or diagnostic support tools.

• Experience using ITSM or ticketing platforms.

• Background supporting SaaS, cloud, or hybrid enterprise applications.

• Knowledge of change management, release management, or software development lifecycle practices.

• Relevant certification in support or service management.

What's In It For You

• Opportunity to work with industry-leading ERP, Payroll, and Workforce Management solutions.

• Exposure to a wide range of technical challenges involving integrations, data, applications, and business systems.

• Collaborative environment working alongside Product, Engineering, Customer Success, and Professional Services teams.

• Ongoing learning and development through knowledge-sharing and continuous improvement initiatives.

• Work for a company that values curiosity, accountability, authenticity, and teamwork.

• Clear opportunity to deepen expertise in enterprise software support and customer success.

Additional Requirements

• Relevant qualification in Information Technology, Business Systems, Accounting Systems, or equivalent practical experience.

• Ability to work effectively in a fast-paced environment while maintaining attention to quality and detail.

• A favourable Police Check is required.

• Commitment to privacy, security, compliance, and safe work practices.

Ready to Apply?

If you're passionate about technology, enjoy solving complex business system challenges, and want to help customers succeed, we'd love to hear from you. Apply today and join a team committed to delivering exceptional customer outcomes.