Support Analyst – Identity Verification

15 hours ago

Sydney, New South Wales, Australia Data Zoo Full time $70,000 - $85,000 per year

Permanent, Full-Time opportunity

Location - North Sydney New South Wales 2060

$70,000 to $85,000 package (including super) Annually

About us

Data Zoo provides identity verification data that enables financial institutions, payment platforms, and fintechs to confidently verify consumers and business identities globally. Our authoritative data is a game-changer in the fight against document fraud and synthetic identity fraud in digital identity verification

About the Role

As a Support Analyst, you will be the first point of contact for clients needing assistance with our identity verification services. You will play a critical role in ensuring smooth client experiences by managing support tickets, troubleshooting technical issues, and collaborating with internal teams to deliver timely solutions. This role is ideal for someone who thrives in agile environments and enjoys translating complex technical concepts into clear, actionable guidance.

Key Responsibilities

  • Serve as the first point of contact for client support, ensuring clear understanding and classification of support requests.
  • Distribute service disruption, outage, and maintenance notifications to clients.
  • Assist, document, and liaise internally to provide timely and effective solutions.
  • Management of customer monitoring for the CSM team. Ensuring the support team monitors customer accounts and compete tasks to the required standard, consistently throughout the day, across 7 days of the week.
  • Perform system analysis to understand, document, and resolve issues.
  • Maintain detailed documentation of support cases and expected outcomes.
  • Collaborate with technical business analysts to address bugs and system enhancements.
  • Support onboarding activities including configuration of test and production accounts, SFTP setups, and verification workflows.
  • Monitor verification metrics and report on match rates, verification attempts, and fraud indicators.

What you need to succeed

We offer successful applicants a dynamic friendly working environment and we are dedicated to training our staff to enable them to reach their full potential.

Qualifications, skills and experience required

  • A relevant AQF bachelor degree or higher – i.e Bachelor of Information Technology, Computer Science, Software Engineering or Development.
  • Proven experience in an IT Support role.
  • Direct experience with ticketing systems.
  • Familiarity with agile team environments.
  • Expertise in Postman or similar API platforms.
  • Solid understanding of RESTful APIs and how to test them.
  • Ability to translate complex issues into concise steps and assist customers in using our technology.
  • Exceptional listening and communication skills.
  • Patience, diplomacy, and tactfulness when coaching clients.
  • Strong time management skills and the ability to prioritize competing demands.

Applications open Thursday 18th September 2025

Applications close Sunday, 19th October 2025

How to join us

We appreciate every applicant's time and effort in applying for this position and will be in touch with short-listed applicants in due course. If you have any additional questions please feel free to contact us on

. We also welcome cover letters with a short overview of your career and why you are interested in the opportunity with Data Zoo .

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