Product Support Analyst

Tonkin + Taylor; Christchurch; On-site; NZD 60,000 - 80,000; Full time

Job summary

Geotechnics Ltd is seeking a proactive Product Support Analyst on a 12‑month fixed term to help enhance our LIMS and support software delivery. You’ll engage with diverse stakeholders, document requirements, and drive improvements across the product lifecycle.

We welcome candidates from Auckland, Wellington, Hamilton, or Christchurch. The role offers exposure to testing, documentation, and customer‑facing activities while building experience in product management and business analysis.

Qualifications

• Experience in product support, administration, or related roles.
• Strong organisational and communication skills are essential.
• Attention to detail and a customer-focused approach.

Responsibilities

• Capture and document business requirements, user stories and acceptance criteria
• Coordinate product requests, enhancements and system improvements
• Create, manage and track Jira tickets through to completion
• Support User Acceptance Testing (UAT) and software releases
• Identify, record and verify defects
• Prepare release notes, user guides and product documentation
• Support users during product releases and communicate updates
• Assist with training, demonstrations and stakeholder engagement
• Contribute ideas that enhance product usability and customer experience

Skills

Organisational skills

Communication skills

Attention to detail

Customer focus

Problem solving

Multitasking

Willingness to learn

Tech interest

Tools

Jira

LIMS

Job description

Mō te tūranga / The opportunity

At Geotechnics, we're passionate about delivering innovative solutions that support our people and our clients. We're looking for a proactive and detail-oriented Product Support Analyst to join our team on a 12-month fixed-term contract, supporting the continued development and enhancement of our Laboratory Information Management System (LIMS).

This is a fantastic opportunity for someone who enjoys problem solving, working with technology, and collaborating with a wide range of stakeholders. Whether you come from a product support, administration, customer support, laboratory, or business analysis background, this role offers the chance to build valuable experience in product management, software delivery, and business analysis.

This position is open to candidates based in Auckland, Wellington, Hamilton, or Christchurch, so you can be part of the team from the location that works best for you.

Ka Aha Koe / What You’ll Be Doing

• Capture and document business requirements, user stories and acceptance criteria
• Coordinate product requests, enhancements and system improvements
• Create, manage and track Jira tickets through to completion
• Support User Acceptance Testing (UAT) and software releases
• Identify, record and verify defects
• Prepare release notes, user guides and product documentation
• Support users during product releases and communicate updates
• Assist with training, demonstrations and stakeholder engagement
• Contribute ideas that enhance product usability and customer experience

Nā Tōu Rourou / What You’ll Bring

• Strong organisational and administrative skills
• Excellent written and verbal communication skills
• Exceptional attention to detail
• A customer-focused approach and ability to build strong relationships
• Strong problem-solving capability
• The ability to manage multiple priorities and deadlines
• A positive attitude and willingness to learn
• An interest in technology, software, systems or product development

It would be great if you also have:

• Experience in a product support, business support, administration or customer support role
• Experience using business applications or software products
• Exposure to Jira or similar work management tools
• Experience supporting User Acceptance Testing (UAT)
• Laboratory experience, particularly in geotechnical testing environments
• Experience using a Laboratory Information Management System (LIMS)

Mō tō mātou āhuatanga | Who we are

Geotechnics Ltd is a specialist materials testing company, providing laboratory- and field-testing services to the geotechnical, civil and environmental engineering industries. We have offices in Auckland, Pukekohe, Hamilton, Tauranga, Wellington, Nelson and Christchurch.

At Geotechnics we believe you should love your job and the environment you work in.

We offer ongoing training and professional development and promote an open culture where innovation and continuous improvement is encouraged. Geotechnics Ltd is a company where you can feel comfortable asking others for advice and where people are equally willing to listen to your ideas. This is a great opportunity to join a friendly, though professional team who focus on delivering first-class, efficient solutions.

We are proud to be an Immigration New Zealand Accredited Employer and a member of Diversity Works. Geotechnics is committed to upholding Te Tiriti o Waitangi. We will act in good faith to maintain an inclusive environment where mātāpono, mana and hua guide our ethos and that of the projects we are trusted with. We believe in embracing growth opportunities that prepare Aotearoa New Zealand for a future inspired by Te Tiriti o Waitangi. We particularly encourage speakers of Te Reo Māori or Pacific languages to apply.