How you can help make a better world of work

As a key member of our Camper Technology Support Team, the Level 3 Application Support Analyst is the final point of escalation for technical issues related to our finance (eg. Netsuite), legal (eg. Docusign), and sales applications (eg. Salesforce). This role is crucial for ensuring the stability and performance of our core business systems. You will leverage your deep technical expertise to diagnose and resolve complex application problems, working directly with end-users and collaborating with external vendors and specialised technical teams to find and implement solutions.

This role is perfect for someone who thrives at the intersection of people and technology, models best practice, and continuously improves how we work. This is a brand new role for the team and we’re looking for someone unique to help shape it from the ground up and turn it into something that makes a meaningful impact. 

You will

• Investigate and troubleshoot highly technical application issues, including but not limited to configuration, database queries, server-side errors, and integration failures.
• Use advanced diagnostic tools to pinpoint the root cause of application problems.
• Manage a queue of escalated tickets, ensuring timely communication and resolution in line with Service Level Agreements (SLAs).
• Coordinate with internal engineering teams, key stakeholders, and external vendors to ensure patching, hotfixes, and new releases are communicated and adopted as appropriate prioritising end user experience.
• Manage the pipeline of improvements, features, integrations, and change requests from your key stakeholders, and engineering teams.
• Perform regular health checks on applications and associated systems to prevent potential issues.
• Contribute to the continuous improvement of support processes and workflows.

Your key accountabilities include

• Final Point of Escalation: Act as the ultimate resource for resolving complex, persistent, or escalated technical issues that cannot be resolved by Level 1 or Level 2 support teams.
• Proactive Problem Management: Identify trends in recurring issues and work to implement long-term solutions, improving overall application stability and user experience.
• Vendor and Stakeholder Management: Serve as the primary liaison between our internal teams and external software vendors or third-party experts to manage escalated issues and drive effective resolutions.
• Knowledge Leadership: Mentor and guide Campers to both use and provide support for specialist applications, sharing your expertise and contributing to the creation of comprehensive documentation and knowledge base articles.
• Critical Application Support: Maintain and support a wide range of business-critical applications used by our finance, legal, and sales departments, ensuring minimal disruption to business operations.

You have 

• Proven experience in a Level 2 or Level 3 application support role, with a strong focus on finance, legal, or sales applications (eg. Salesforce, DocusignCLM); note: Netsuite experience is essential for this role.
• Exceptional problem-solving and analytical skills with a methodical approach to troubleshooting with the ability to take ownership of complex issues, analyse root causes, and drive to resolution, while mentoring and coaching juniors to develop their troubleshooting and service skills.
• Excellent communication and interpersonal skills, with the ability to explain complex technical issues to non-technical users and effectively manage vendor relationships.
• Strong organisational skills and the ability to manage multiple high-priority issues simultaneously.
• Practical understanding of IT Service Management (ITIL) principles across Incident, and Change with awareness of cybersecurity best practices including access management and responding to security-related events.
• A continuous improvement mindset, contributing ideas and feedback to raise support standards, documentation quality, and change outcomes through peer review and CAB participation.
• Experience with a range of technologies, which may include SQL, generative AI, and various operating systems.

You are 

• A culture-first teammate who models best practice, amplifies others, and collaborates across regions to deliver consistent, high-quality services for our Campers.
• Organized, proactive, and outcomes-focused, able to set priorities in a dynamic environment and represent Technology with clarity and care.
• Motivated by helping people and making complex things simple through great communication and documentation; you care about creating a better world of work through great internal experiences.