Application Support Engineer at Vix Technology · Melbourne

Description

We are looking for an Application Support Engineer to join our team at Vix Technology.

For over 35 years, Vix has been helping cities and transport authorities make public transport simpler and more accessible. Our technology supports fare collection and transit solutions around the world, connecting millions of people with the places they need to go.

As an Application Support Engineer, you'll play an important role in keeping our customer-facing systems running reliably. You'll investigate and resolve technical issues across our applications and supporting infrastructure, working with customers and colleagues across Support, Engineering and other technical teams to get to the root cause of problems and deliver effective solutions.

This is a hands-on technical role where no two days are quite the same. You could be troubleshooting an application issue, analysing logs and data, investigating a database or networking problem, supporting a deployment, or working with Engineering to resolve a more complex incident.

You'll also have the opportunity to build your technical knowledge, contribute to improvements in the way we support our platforms, and work with technology that has a genuine impact on people's everyday journeys.

Our values guide how we work at Vix: Think Like a Customer, Focus on What Matters, Do Great Things Together, and Stay Curious. We're looking for someone who brings that same mindset—someone who enjoys solving problems, takes ownership, collaborates well and is always interested in understanding how things work.

Responsibilities

• Provide technical application support, investigating and resolving incidents and service requests across Vix solutions.
• Troubleshoot issues across applications, operating systems, databases and supporting infrastructure to identify root causes and restore service.
• Work closely with customers and internal teams, providing clear communication and keeping stakeholders informed throughout the lifecycle of an issue.
• Use logs, monitoring tools, SQL queries and other diagnostic information to investigate application and system behaviour.
• Collaborate with Engineering and other technical teams to investigate complex problems and drive issues through to resolution.
• Support the deployment, configuration and upgrade of applications, including software releases, patches and system changes.
• Carry out system testing and validation following deployments, configuration changes and issue resolution.
• Create and maintain clear technical documentation, knowledge articles, troubleshooting guides and support procedures.
• Identify recurring issues and opportunities to improve system reliability, support processes and the overall customer experience.
• Share knowledge across the team and support the continued development of our technical capability.
• Keep up to date with relevant technologies and develop your knowledge of Vix products, platforms and the wider transport technology landscape.

Requirements

• Previous experience in an Application Support, Technical Support, Systems Support or similar technical role.
• Good working knowledge of Windows and/or Linux environments.
• Experience working with SQL databases, including the ability to query data as part of troubleshooting and investigation.
• A good understanding of networking fundamentals and protocols.
• A structured approach to troubleshooting, with the ability to analyse information and work through technical problems logically.
• Strong communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
• A customer-focused mindset and a willingness to take ownership of issues through to resolution.
• The ability to prioritise effectively and remain organised when working across multiple incidents or requests.
• Comfortable working independently while collaborating closely with colleagues across different teams.
• Curiosity and a willingness to learn new technologies, applications and systems.

A degree in Computer Science, Engineering or a related discipline is welcome, but practical experience, technical capability and a strong problem-solving mindset are equally important to us.

Experience within public transport, ticketing, payments or other high-availability technology environments would be advantageous, but isn't essential.