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.

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.

• Technical Skills

• 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.