Support Engagement Analyst - Level 3 - Health & Care

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 beyond the immediate ticket. This includes resolving production data issues safely, identifying and preventing recurring defects, and contributing to continuous improvement initiatives across support, product, and engineering teams.

You will be recognised as our subject matter expert within the support function, supporting escalations, mentoring team members, and strengthening Civica’s overall support capability. This role offers meaningful exposure to SaaS and on‑premise environments, application architecture, integrations, and structured customer engagements in a highly regulated domain.