Application Support Analyst – Toronto

Flight Centre Travel Group (FCTG) is seeking a motivated and detail-oriented Level 2 Support Resource to join our Digital Workplace team. In this hands-on technical support role, you will provide triage, investigation, and resolution support across critical platforms used by our global Onboarding and Customer Success teams. You'll work closely with Business Analysts, Developers, and QA team members to diagnose issues across integrated systems, identify root causes, and ensure a seamless user experience. This is an exciting opportunity to develop expertise across platforms including Salesforce, Nintex K2, Microsoft Power Platform, and other Digital Workplace-managed applications while making a meaningful impact on business operations.

Key Responsibilities

• Own incoming Salesforce Cases from technical triage through resolution or escalation.
• Maintain accurate case categorisation, diagnostic evidence, actions taken, workarounds, and resolution details.
• Diagnose and resolve Level 2 application and platform issues across supported systems.
• Escalate issues to development or dependent platform teams with clear evidence, troubleshooting details, business impact, and required support.
• Trace issues across integrated workflows using case history, application logs, workflow/run history, monitoring data, and system records.
• Investigate failures across connected systems and determine appropriate resolution pathways.
• Apply knowledge of Nintex K2, Microsoft Power Platform, Salesforce, APIs, and event-driven integrations to identify root causes.
• Collaborate with Business Analysts, Developers, and QA teams to understand upcoming changes, known issues, and platform dependencies.
• Create and maintain troubleshooting guides, knowledge articles, runbooks, and known-error documentation in Notion.
• Communicate technical updates, resolutions, and workarounds clearly to non-technical users.
• Identify high-impact incidents and support Major Incident processes, investigations, and recovery activities.
• Analyse recurring issues and support trends to identify systemic problems and improvement opportunities.
• Participate in fix validation, regression testing, release readiness activities, and operational handovers.
• Maintain ownership of support cases while managing multiple requests against SLA requirements.
• Support the secure and confidential handling of customer and account information.
• Contribute to continuous improvement initiatives across support, training, documentation, and product teams.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.

Experience & Qualifications

• Previous experience in a Level 1 or Level 2 technical support, application support, or service desk role.
• Experience working within an ITSM or ticketing environment, ideally Salesforce Case Management.
• Strong written and verbal English communication skills.
• Ability to communicate technical concepts effectively to non-technical audiences.
• Experience troubleshooting complex issues across integrated systems.
• Exposure to Nintex K2, Microsoft Power Platform, Salesforce, or other workflow/low-code platforms highly desirable.
• Willingness and aptitude to learn multiple business-critical platforms.
• Strong analytical and problem-solving skills.
• Ability to determine when issues should be resolved, monitored, or escalated.
• Experience working with application logs, workflow histories, API responses, monitoring tools, and system data.
• Basic SQL or data-querying skills desirable.
• Understanding of API-driven, automated, and event-driven processes desirable.
• Experience creating and maintaining technical documentation, knowledge articles, and support guides.
• Familiarity with Notion desirable.
• Comfortable using AI-assisted tools while independently validating findings.
• Experience handling sensitive customer and account data appropriately.
• Strong organisational skills with the ability to manage multiple concurrent requests.
• ITIL Foundation, Microsoft Power Platform Fundamentals, Salesforce Certified Associate, or similar certifications considered an advantage.
• Availability to align with supported regional working hours.

Work Perks!

• Generous paid time off policy.
• Travel perks/discounts.
• Health & Wellness Programs and Employee Financial Wellness Services.
• National/International Award Nights and Conferences.
• Group benefits including extended health care, dental and vision, gender affirming care, fertility care.
• Insurance including life, AD&D, critical illness, long term disability.
• Employee Assistance Program.
• RRSP/RPP with matching.
• Tuition Reimbursement Program.
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions.
• Global career opportunities in a network of brands and businesses.

Location – Toronto, Canada

For this position, we anticipate offering an annual salary of $55,000 - $75,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

This posting reflects an active vacancy that we are currently seeking to fill. We welcome applications from candidates with diverse experiences. We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

As part of our recruitment process, we may use AI tools to assist in various stages, including the screening and assessment of applications. These tools support our evaluation of candidates based on role relevant qualifications, skills and experience. All decisions are made by our hiring team and stakeholders.

Our number one philosophy? Our people. Flight Centre Travel Group’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at fccareers@flightcentre.ca.