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SaaS Application Support Analyst

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We’re RELEX Solutions, a fast-growing and market-leading company helping retailers and consumer brands optimize their planning and operations through smart, data-driven technology. Founded in Europe, we’ve expanded across the Americas, Europe, and Asia-Pacific, and now, we’re excited to build our support capabilities in Australia.

We’re currently hiring SaaS Application Support Analysts to join our 24/7 global support team. Based in Melbourne, you’ll help investigate and resolve complex technical issues across our hosted environments, working with Linux-based systems, cloud technologies, and enterprise-level software platforms. You’ll join a team of 20+ experienced support professionals and have a real impact on ensuring the reliability of our services. Note: This is not a general IT help desk position, prior experience with software/application support in a SaaS or cloud environment is expected. You will not be troubleshooting laptops or printers but rather solving issues in RELEX’s hosted infrastructure and production systems.

Key Responsibilities

· Troubleshoot and resolve complex issues in RELEX’s proprietary SaaS environment (e.g., data processing errors, job failures, performance bottlenecks)

· Monitor Linux-based servers and cloud-hosted environments, responding to alerts and system anomalies using internal tools and monitoring platforms

· Investigate data-related problems using SQL and log analysis

· Handle batch process troubleshooting, data integration errors, and escalations from customers or internal teams

· Support environment maintenance, upgrades, and deployments in collaboration with DevOps and Product teams

· Execute system admin tasks such as log review, disk/memory analysis, process monitoring, and service restarts

· Maintain and improve support documentation, runbooks, and operational knowledge

Requirements

· Bachelor’s degree or 1–2 years of experience in Information Systems, Computer Science, or similar field

· Strong understanding of Linux/Unix systems (file systems, permissions, shell commands, process management)

· Solid foundation in SQL and working with relational databases

· Good written and verbal communication skills in English

· Experience working with issue-tracking or ticketing systems (e.g., Jira, ServiceNow)

Preferred Qualifications

· Previous experience supporting production SaaS environments or enterprise applications

· Scripting experience in Bash, Python, or similar languages

· Familiarity with cloud platforms (AWS, Azure, GCP)

· Experience with log/monitoring tools (e.g., Grafana, Prometheus, Datadog, Splunk)

· Understanding of networking fundamentals (e.g., DNS, VPNs, HTTP/S, TCP/IP)

· Professional working proficiency in either Mandarin Chinese and Japanese

Additional Details

· This is a full-time, permanent position with shift work starting at 7 AM local time

· You’ll be part of a global 24/7 support team

· We can only consider applicants already located in Melbourne with the legal right to work full-time in Australia

Why RELEX? Life at RELEX is built on collaboration, ownership, and trust. We foster a culture where people support each other, share knowledge, and continuously improve. Joining our new support hub in Mexico means playing a key role in shaping how we work from the very beginning, while growing your technical and professional skills in a truly global environment.

Ready to Apply? If you’re ready to work with cutting-edge technology and solve real-world problems in a fast-paced, supportive environment, we’d love to hear from you.

 

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