Software Support Specialist
On-site · Wellington, Wellington Region, New Zealand or Palmerston North, Manawatu-Wanganui, New Zealand
Job Summary
Lead and resolve complex customer incidents as the highest technical escalation within the Customer Support team. Partner with Engineering, Product Management, Consulting Services, and Customer Support to investigate critical issues, perform deep technical analysis and root-cause investigations, and drive resolutions that improve product stability and customer outcomes. Act as the final point of technical expertise, mentor the wider support organization, collaborate with Development to validate fixes, and contribute to automation, reporting enhancements, and knowledge resources that enable customers and internal teams to succeed. Must excel at troubleshooting complex systems, communicate effectively with both technical and non-technical stakeholders, and advocate for customers to influence product improvements.
Required Qualifications
- Proven experience providing advanced technical support, consulting, or customer-facing technical services within enterprise software environments
- Strong troubleshooting and analytical skills across complex applications and infrastructure
- Experience working with databases and SQL (Microsoft SQL Server, PostgreSQL, MySQL)
- Knowledge of Windows and/or Linux server environments
- Experience with cloud platforms such as Azure or AWS
- Exposure to application servers, virtualization technologies, and enterprise architectures
- Strong coding and debugging capability in at least one programming language (preferred Java or C++)
- Ability to quickly learn new technologies and become a subject matter expert
- Exceptional written and verbal communication skills
- Strong stakeholder management and customer engagement capabilities
- Ability to translate technical issues into clear business impacts and outcomes
- Confidence presenting findings and technical solutions to diverse audiences
- A genuine passion for delivering outstanding customer experiences
- Self-motivated, autonomous, and able to operate in a fast-paced environment
- Commitment to continuous learning and improvement
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