Software Support Specialist

Overview

Objective Corporation seeks a technically proficient Software Support Specialist based in Palmerston North or Wellington, New Zealand. This role involves addressing sophisticated technical challenges with ownership and a customer-first mindset.

Key Responsibilities

• Lead complex customer issue investigations and manage technical escalations to resolution.
• Serve as the top-level technical authority within the Customer Support team, liaising closely with Engineering, Product Management, Consulting, and Support.
• Conduct thorough technical analyses, root cause identification, and defect recognition within enterprise software systems.
• Coordinate and drive resolution of major incidents, engaging stakeholders across various regions and departments.
• Advocate on behalf of customers to ensure their feedback influences product development and business strategy.
• Provide mentorship and technical coaching to enhance the performance of the support team.
• Collaborate with developers to prioritize defects, validate fixes, and help stabilize products.
• Participate in initiatives focused on continuous improvement, automation, reporting, and operational excellence.
• Create and maintain technical knowledge bases for customer and internal team use.

Technical Skills and Experience

• Proven background in advanced technical support or consulting within enterprise software environments.
• Strong analytical and troubleshooting capabilities involving complex applications and infrastructure.
• Experience working with databases such as Microsoft SQL Server, PostgreSQL, or MySQL using SQL.
• Familiarity with Windows and Linux server platforms.
• Know-how of cloud services like Azure or AWS.
• Background in application servers, virtualization, and enterprise architecture concepts.
• Basic programming understanding with ability to read code, preferably in Java or C++.
• Demonstrated aptitude for quickly mastering new technologies.

Customer Engagement and Communication

• Excellent verbal and written communication skills.
• Effective stakeholder management and customer interaction abilities.
• Aptitude for translating technical problems into clear business impacts.
• Confidence delivering presentations and technical recommendations across varied audiences.
• Strong dedication to excellent customer service.

Personal Traits

• Highly self-driven and autonomous work style.
• Ability to thrive in dynamic, fast-moving environments.
• Strong accountability and ownership of responsibilities.
• Resilience, adaptability, and problem-solving orientation.
• Natural curiosity and commitment to continual learning and self-improvement.

Additional Information

Objective Corporation offers an environment where talented individuals address meaningful challenges impacting social communities globally. The role provides independence, technical growth opportunities, and career development support. Applicants are encouraged to apply even if they do not meet every qualification as potential, learning agility, and diversity are highly valued.

Objective is an equal opportunity employer committed to a diverse workforce and inclusive culture. Candidates requiring accommodations during recruitment should notify the Talent Team.

The recruitment process may incorporate AI-assisted tools for reviewing applications and assessing candidates; however, final hiring decisions rest with human evaluators.