Product Support Analyst

2 days ago

Sydney CBD, New South Wales, Australia The Aquarium Full time $80,000 - $100,000 per year


Product Support Analyst

Location: Sydney (Hybrid Working Arrangement)
Contract Duration: 6 Months (with potential to extend)
Industry: Aviation / Loyalty Program
Start Date: ASAP
Day Rate: $500/d inc. super

About the Role

Join a leading airline as a Product Support Analyst, playing a key role in the success of our Loyalty program by supporting the onboarding of new customers onto our platform. You'll provide Level 2 technical support and be deeply involved in diagnosing complex issues, managing incidents, and escalating critical problems when required.

You'll work closely with the product team, engineers, and frontline customer support to ensure a smooth and reliable experience for our loyalty customers. The role is perfect for someone who thrives in a dynamic, fast-paced environment and is passionate about improving support processes and mentoring others.

Key Requirements

  • 3+ years of experience in a technical support or product support role, preferably within a large enterprise or customer-facing digital platform.
  • Experience with incident and problem management frameworks (ITIL familiarity desirable).
  • Proven track record using monitoring/logging tools such as Datadog, Splunk, New Relic, or similar.
  • Strong problem-solving and diagnostic skills with the ability to work under pressure.
  • Excellent communication and stakeholder management skills.
  • Experience mentoring or upskilling junior support staff.
  • Exposure to airline, travel, or loyalty systems is a plus.
Benefits
  • Competitive daily rate
  • Hybrid working flexibility (3 days onsite in Sydney)
  • Work with one of Australia's most iconic brands
  • Opportunity to extend or transition into a permanent role
Apply Now

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