Civica
Tech / AI / Software
SupportEngagementAnalystLevel3
“Support Engagement Analyst - Level 3 at Civica. Skills: Advanced technical support for Civica’s Private Health Insurance software products, Resolving complex issues, Applying data fixes, Preventing unnecessary escalation to engineering teams, Acting as a trusted technical engagement point for customers, internal stakeholders, and product teams, Resolving production data issues safely, Identifying and preventing recurring defects, Contributing to continuous improvement initiatives. Providing adva”
Industry & Context.
Resolving complex issues; Applying data fixes; Safely diagnosing and correcting production data issues; Preventing defects from progressing to engineering through early analysis; Identifying and preventing recurring defects; Isolating issues across system layers; Troubleshooting API integrations
What They're Looking For.
Must Have
Proven experience providing senior-level application support in complex, production environments, Demonstrated ability to support both SaaS and on-premise software solutions, SQL capability, including safely diagnosing and correcting production data issues, A disciplined approach to data integrity, validation, testing, and rollback controls, Experience preventing defects from progressing to engineering through early analysis, corrective actions, or configuration changes, Sound understanding of front-end and back-end application components and how to isolate issues across system layers, Experience supporting, troubleshooting, or analysing API integrations, including push and pull patterns, Experience managing and participating in software escrow processes, including coordination with product and engineering teams, stakeholder engagement and escalation management skills, with the ability to build trust during complex or high-pressure scenarios, Demonstrated ownership mindset, including identifying trends, improving support practices, and driving better customer outcomes, Familiarity with ITIL-aligned incident, problem, and change management practices, Experience collaborating closely with engineering, product, and technical operations teams
Nice to Have
Subject matter expert within the support function, Supporting escalations, Mentoring team members, Strengthening Civica’s overall support capability, Meaningful exposure to SaaS and on-premise environments, application architecture, integrations, and structured customer engagements in a highly regulated domain
What You'll Do.
Providing advanced technical support for Civica’s Private Health Insurance software products
Resolving complex issues
Applying data fixes where appropriate
Preventing unnecessary escalation to engineering teams
Acting as a trusted technical engagement point for customers
internal stakeholders
Ensuring high-quality outcomes and continuity of service
Resolving production data issues safely
Identifying and preventing recurring defects
Contributing to continuous improvement initiatives across support
and engineering teams
Supporting escalations
Mentoring team members
How You'll Work.
Team & Collaboration
Act as a trusted technical engagement point for customers, internal stakeholders, and product teams; Contributing to continuous improvement initiatives across support, product, and engineering teams; Experience collaborating closely with engineering, product, and technical operations teams
Communication Scope
Stakeholder engagement and escalation management skills
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