Support Engineer

• Develop strong knowledge of Civica’s Income Management products and solutions.
• Use your experience with operating systems and databases to investigate reported faults.
• Manage and maintain accurate customer support records within our ticketing system.
• Diagnose connectivity and configuration issues, replicating problems where needed.
• Resolve issues in line with agreed service level agreements (SLAs).
• Work closely with the Development team to manage product defects and change requests.
• Keep customers fully informed of progress, managing expectations effectively.
• Escalate major issues promptly and keep key internal stakeholders updated.
• Build productive relationships with customers and internal teams.
• Support customer site visits when required.
• Assist with product testing during release cycles.

Support Analyst – Income Management

Junior Support Analyst – 1 year FTC maternity cover