About the role
About CES
Accelerating the transition to a circular economy
We are proud to be an active contributor in the circular economy through container deposit schemes (10c refund for eligible drink containers). We help our scheme partners to recycle close to 10 million drink containers every day, diverting them from landfill into the circular economy.
Our technology and services enable the circular lifecycle of drink containers. We have a large in-house software engineering team using modern technology stacks to develop and support our products. As well as a suite of SaaS products, our range of business services includes accounting, payments, brand & marketing, materials trading, HR, customer service and support.
CES was formed in 2017 as a joint venture between Lion and Coca-Cola Europacific Partners and has grown rapidly. We are headquartered in North Sydney, near public transport with beautiful harbour views. Our teams are passionate about our mission to ensure valuable materials are recycled and not wasted. We provide an inclusive culture, hybrid and flexible working and career development to bring the best out in our people.
Originally known as Container Exchange Services, we have rebranded to Circular Economy Systems to recognise our vision to be leaders in the transition to a circular economy.
About the role
We’re looking for an experienced Application Support Analyst to join our Support & Escalations team for a 12-month fixed-term contract.
This is an L2/L3 support role where you’ll take ownership of incidents and service requests, troubleshoot complex application issues, and work through problems from investigation to resolution while ensuring client SLAs are met.
A large part of your day will be spent getting hands-on with tickets, using SQL, logs, APIs and monitoring tools to understand what’s going wrong and find the right solution. You’ll also work directly with clients, Product and other technical teams to resolve more complex issues.
Experience within payments, banking or financial services would be a great advantage, but it’s not essential. We’re equally interested in people with strong application support and SQL experience who are comfortable working with complex, interconnected systems.
Key Deliverables
- Manage and resolve L2/L3 incidents and service requests, ensuring issues are properly documented and resolved within agreed SLAs.
- Investigate and troubleshoot application issues using SQL queries, system logs, APIs and monitoring tools.
- Support complex, web-based and integrated applications in a production environment.
- Take ownership of client-raised issues and work them through to resolution.
- Troubleshoot issues relating to areas such as user access, databases, integrations, application functionality and transaction processing.
- Communicate directly with clients via email and phone, particularly when investigating more complex issues.
- Perform system health checks and monitor application performance.
- Escalate complex technical issues with clear analysis, troubleshooting steps and supporting information.
- Work closely with Product, infrastructure, database, network and other technical teams to resolve production issues.
- Create and maintain knowledge-base articles, support documentation and operational processes.
- Identify opportunities for automation, continuous improvement and better support processes.
- Provide product guidance and training to clients and users.
About you
- 2+ years’ experience in application or software support within a complex environment.
- Strong hands-on SQL skills, including writing and troubleshooting SQL queries/scripts.
- Experience with databases such as Oracle or PostgreSQL.
- Experience supporting web-based, enterprise or in-house applications.
- Hands-on experience troubleshooting API-based integrations.
- Experience managing incidents and service requests within an SLA-driven environment.
- Experience with ticketing platforms such as Zendesk or similar.
- Strong problem-solving and troubleshooting skills.
- Confidence communicating directly with clients through both email and phone.
- Great attention to detail and a strong customer-service mindset.
- Ability to work effectively in a fast-moving environment and take ownership of issues through to resolution.
Nice to have
- Experience within payments, banking or financial services.
- Experience supporting payment processing, settlement, transaction or POS systems.
- Experience with Azure environments and troubleshooting.
- ITIL certification or experience working within ITIL practices.
- Exposure to software development technologies such as Java, Angular or React.
Our Values
- Scheme success is our success: Our mission is to accelerate recycling rates. We make decisions in the best interest of all schemes to maximise our impact for individuals, community, and the environment.
- Win as a Team: The whole is greater than the sum of its parts. Great things are achieved in teams that combine the right expertise and leadership.
- Make a Difference: Take initiative, take ownership. Openly communicate the outcome you want and go make it happen!
- Be Engaged: Reflect your passion in your work, no matter the task or challenge. Your engagement is a source of inspiration to your peers.
- Do the Right Thing: Do the right thing by others and the company, and the rest will follow. Seek win-win outcomes, listen, act inclusively, and always aim for better.