Hybrid Technical Solutions Specialist (SaaS & CS)

CGR Services; Auckland; Hybrid; NZD 99,000 - 116,000; Full time

Benefits offered by this job

Health benefits (100% premiums)

Hybrid work model

12 paid holidays

15 days PTO

Parental leave

401K match

Job summary

Pushpay is seeking a Technical Analysis and Escalation specialist to support Customer Success across a specified product area. The role involves owning escalation processes, troubleshooting, and acting as a product SME to drive timely, effective resolutions.

You will collaborate with Product and Engineering, maintain CS tooling, and help shape the technical aspects of product releases and the customer feedback loop.

Qualifications

• 2+ years experience supporting, implementing, or consulting in technology or SaaS.
• One year experience in data manipulation or database support.
• One year experience working directly with executive-level staff of enterprise customers in support or consultation.

Responsibilities

• Owning escalations processes to Engineering from CS, and associated communication channels.
• Troubleshooting issues related to assigned product area, including reproducing the issue and evaluating scope.
• Serving as the subject matter expert for the product and communicating changes to Customer Success.
• Maintaining and enhancing the library of technical tools used by CS for technical services and support.
• Coordinating with Technical Services to invoice and schedule requested work.
• Participating in the technical aspects of product releases and roadmap prioritization.

Skills

Experience SaaS support

Data manipulation

Executive-level communication

SQL

HTML/CSS

API

Excel

Tools

Pushpay software

Job description

Pushpay is seeking a Technical Analysis and Escalation specialist to support Customer Success across a specified product area. The role involves owning escalation processes, troubleshooting, and acting as a product SME to drive timely, effective resolutions.

You will collaborate with Product and Engineering, maintain CS tooling, and help shape the technical aspects of product releases and the customer feedback loop.