Support Lead (Tier 3) - Internal

About the Role

Vista Group is seeking an experienced Payments Tier 3 Support Lead to join our team in Auckland. This leadership role involves managing complex payment-related challenges, collaborating across teams, and delivering outstanding customer support in a dynamic environment.

Key Responsibilities

• Lead resolution efforts for intricate payment issues directly with customers to ensure exceptional support experiences.
• Work closely with Product, Engineering, Regional Support, Account Management, and Delivery teams to address urgent production problems and assist with customer rollouts and go-lives.
• Perform root cause analyses and drive solutions to prevent recurring issues, improving product reliability and customer satisfaction.
• Monitor payment support trends, advocate for customer requirements, and collaborate on product improvements and bug triaging for issue prioritization.

Candidate Profile

• Strong problem-solving skills applied to complex payment systems challenges.
• Ability to establish and maintain effective relationships with customers and internal teams.
• Capability to influence product development through customer insights and operational knowledge.
• Effective communication skills in a fast-paced, customer-centric setting.

Additional Information

This position is currently open exclusively for internal candidates based in Auckland and requires onsite presence. Prospective candidates are asked to include a cover note that explains how their skills and experience relate to this role.

Application Timeline

• Applications open on 17 August 2026
• Applications close on 21 August 2026
• Interviews commence the week of 24 August 2026
• Outcomes announced during the week of 31 August 2026