Technical Support Analyst

POSITION SUMMARY

The Technical Support Analyst provides Level 2 and Level 3 technical support across the BESTMED software ecosystem, managing complex product, integration and technical escalations. The role works closely with customer support, product and development teams to diagnose issues, perform root cause analysis, and drive timely resolution while supporting customer satisfaction, patient safety and information security obligations. 

KEY RESPONSIBILITIES

• Serve as a Level 2 and Level 3 escalation point for complex software application, product and integration support issues. 
• Provide advanced troubleshooting, root cause analysis and resolution of escalated incidents that cannot be resolved by frontline support. 
• Act as a conduit between customers, support, product and development teams, ensuring effective communication and timely resolution of technical and product-related issues. 
• Develop and maintain a deep technical understanding of BESTMED software products, integrations, databases and associated components. 
• Install, configure and troubleshoot BESTMED connectors, interfaces, APIs and third-party integrations to ensure reliable interoperability and data exchange. 
• Develop SQL queries and bespoke reports to support customer investigations, operational reporting, compliance requirements and business decision-making. 
• Monitor, review and investigate system logs, alerts and error reports to identify recurring issues, risks and opportunities for improvement. 
• Provide IT support for internal corporate systems and the BESTMED platform, including system administration, user access management, troubleshooting, monitoring, maintenance and incident resolution. 
• Support information security and compliance activities, including access reviews, security monitoring, incident investigation, vulnerability identification and implementation of security best practices. 
• Comply with the Information Security Management System and apply relevant information security requirements to daily work. 
• Report any information security incident or issue at work to the CIO. 

QUALIFICATIONS AND SKILLS  

Essential skills and experience  

• Advanced SQL skills, including the ability to write, troubleshoot and optimise queries for investigation and reporting purposes. 
• Strong experience investigating and resolving complex technical issues, performing root cause analysis and driving incidents through to resolution. 
• Experience supporting software integrations, interfaces and APIs. 
• Strong understanding of software applications, databases and system integrations. 
• Strong stakeholder management, communication and customer service skills, with the ability to communicate effectively with both technical and non-technical audiences. 
• Ability to manage competing priorities while maintaining attention to detail, customer focus and timely follow-through. 

  Desirable skills and experience  

• Experience supporting healthcare, aged care, pharmacy, medication management or clinical software platforms. 
• Experience providing IT support for corporate systems, including user administration, system monitoring and troubleshooting. 
• Experience supporting information security initiatives, including access reviews, security monitoring, incident investigation, vulnerability identification and security best practices. 

KEY RELATIONSHIPS

• Customer Support team
• Product and Development teams
• Customers and implementation stakeholders
• Information Security and Compliance stakeholders 

SYSTEMS AND TOOLS

• SQL databases and reporting tools
• APIs, interfaces and integration tools
• Application logs, monitoring tools and alerting systems
• Ticketing and support management platforms
• BESTMED software ecosystem 
• UI Path Robotic Process Automation

EMPLOYMENT TYPE AND SALARY

• Employment type: Full-time
• Base salary: $105,000 - $110,000 per annum
• Work arrangement: Hybrid, with a minimum of three days per week on-site at the Sydney office