Civica
Tech / AI / Software
SupportEngagementAnalyst-Level3
Neural analysis suggests this role is
optimal for Senior candidates.
“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
Full Job Description
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration. As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities. **Why you will love this opportunity as a Support Engagement Analyst – Level 3 at Civica** As a Support Engagement Analyst – Level 3, you play a critical role in providing advanced technical support for Civica’s Private Health Insurance software products. You will bring strong engineering‑aligned expertise into the support function, resolving complex issues, applying data fixes where appropriate, and preventing unnecessary escalation to engineering teams. You will act as a trusted technical engagement point for customers, internal stakeholders, and product teams, ensuring high‑quality outcomes and continuity of service. This role offers the opportunity to operate at the intersection of technical expertise, customer engagement, and engineering collaboration. You will work on complex, real‑world systems that underpin essential health services and contribute directly to improving customer outcomes and service reliability. You will be trusted to apply judgement, fix issues at source, and take ownership beyon
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