At Objective, we create software that makes a difference. With over 400 people and five development labs spread across Australia, New Zealand, the United States of America, and the United Kingdom, Objective is a leading developer of SaaS solutions for the government.
The Senior Software Support Analyst is a senior, career-level role within the Customer Support team, providing advanced technical support, leadership, and service management expertise for Objective software.
This role takes a lead position in managing the most complex and high-impact incidents, driving service quality, and uplifting team capability through coaching, knowledge sharing, and role modelling best practice support behaviours. The Senior Software Support Analyst operates with a high degree of autonomy and judgement, while working collaboratively across teams to improve service outcomes.
This role report to the Engineering Support Team Leader and does not have any people management responsibilities.
What your day will look like:
Lead the resolution of high-impact, business-critical incidents, acting as incident owner and coordinating across Support, Engineering, and key stakeholders. Drive prioritisation, escalation, and communication using expert judgement while ensuring customer commitments and SLAs are met.
Own Major Incident Reviews, identifying root causes and delivering continuous service improvements in collaboration with cross-functional teams. Provide technical leadership, mentor analysts, and enhance team capability through knowledge sharing and documentation.
Monitor service performance, analyse trends, and proactively address risks to improve service quality and efficiency. Represent Customer Support in key forums, lead improvement initiatives, and champion best practices.
Deliver clear, confident communication during critical incidents, managing stakeholder expectations and ensuring an excellent customer experience.
Your skills and beyond:
- Technical Skills
- Operating Systems: Advanced Windows expertise (Active Directory, Hyper-V, registry, file systems, event logs); Linux/Unix administration knowledge (desirable); strong OS troubleshooting across workstations and servers.
- Networking: Solid understanding of TCP/IP, DNS, DHCP, subnetting, VPNs, firewalls; LAN/WAN and data communications; proven network diagnostics and performance troubleshooting.
- Scripting & Automation: PowerShell (essential); Bash scripting (desirable).
- Databases: Working knowledge of SQL and relational databases; ability to read complex queries.
- Web & Applications: Understanding of web servers; exposure to Java, JavaScript, HTML, HTTP, and modern languages (advantageous); experience with web apps and SaaS platforms.
- Cloud & Virtualisation: Microsoft Hyper-V; VM management and troubleshooting.
- Security: Core network/system security; SSL, firewalls, patching.
- Tools & Diagnostics: Log analysis; ability to interpret logs, error traces, and crash dumps.
- Service Management
- Leadership and Influence
- Customer Focus
• Prioritises customer impact in decisions
• Manages communication during sensitive incidents with clarity and empathy
• Builds confidence during disruptions
• Uses feedback to improve service and experience - Problem Solving and Judgement
• Leads investigation of complex, high-impact issues
• Applies sound judgement in uncertain situations
• Makes informed decisions and guides others
• Proactively identifies and mitigates risks
• Applies ITIL practices (Incident, Major Incident, Problem, Continual Improvement)
• Leads post-incident reviews and drives measurable improvements
• Uses sound judgement in high-pressure scenarios
• Leads through influence, expertise, and example
• Confident facilitating discussions with varied stakeholders
• Supports teams through complex situation
• Communicates complex technical issues clearly to all audiences
• Leads discussions during incidents and coordinates across teams
• Coaches junior team members
Why join us?
- Hybrid working to help you balance work and life.
- Extensive learning resources to build your technical skills and career.
- A fun, open plan office environment where collaboration and ideas are encouraged.
- Employee Assistance Programme (EAP) for confidential support.
- Regular social events to connect with your team.
What We Do
We’re formed by a team of creators, passionate about code, agile methodology and focused on sharing knowledge to generate value for our customers through digital solutions. Discovering innovative paths in complex and strategic projects, we guarantee the quality of delivery in scale through continuous tests automation, which creates the necessary confidence for creating long-standing relationships among employees, customers and partners. For over 20 years, we have contributed to the success of the largest telecommunications companies in Brazil with digital solutions for billing and subscribers management. And through our experience and knowledge, we expanded our offerings with a portfolio of digital solutions, consultancies and software development teams for the most varied market segments, such as manufacturing, finance, education, retail, health and utilities. The United States unit was founded in 2017, in Chicago, allowing us to deliver the same quality, expertise and specific IT solutions to American companies. The company belongs to the Objective Group, which includes E-TRUST, specialized in information security and Identity Management, CodeIT, which develops systems for insurance and social security and ELEFLOW with BI solutions and Big Data Analytics. If you like challenges, learn constantly and value personal connections, join us! Other interesting information about us you should know: - One of the best companies to work in Paraná, Brazil, according to GPTW - We offer one of the best remuneration in Brazilian IT market, according to Glassdoor - Offices in Brazil (São Paulo, Maringá, Curitiba) and Chicago - We’re a benchmark of agile development, with a case published on ‘The Scrumban [R]Evolution: Getting the Most Out of Agile, Scrum, and Lean Kanban’ book, from Ajay Reddy
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