Senior Software Support Specialist - Escalation Expert

Objective; Auckland; Hybrid; NZD 90,000 - 140,000; Full time

Job summary

Objective is seeking a technically strong Software Support Specialist based in Palmerston North or Wellington, New Zealand. You will be the highest level of technical escalation within our Customer Support team, working directly with customers, consultants, developers and product teams to investigate critical issues and drive resolutions that make a real difference.

You will analyze complex systems, perform root cause investigations, and mentor others while ensuring customer outcomes and product

Qualifications

• Proven experience providing advanced technical support in enterprise software environments.
• Strong troubleshooting and analytical skills across complex applications and infrastructure.
• Experience with databases and SQL (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, and enterprise architectures.
• Familiarity with programming concepts and ability to read code in Java or C++.
• Ability to learn new technologies quickly and become a subject matter expert.

Responsibilities

• Lead the investigation and resolution of complex customer incidents and technical escalations.
• Act as the final point of technical expertise within Customer Support, partnering with Engineering, Product Management and other teams.
• Perform deep technical analysis, root cause investigations, and defect identification across enterprise software environments.
• Drive major incident resolution efforts, coordinating stakeholders across regions and teams.
• Advocate for customers by ensuring feedback informs product improvements and business decisions.
• Mentor and uplift the broader support organisation through coaching and knowledge sharing.
• Collaborate with Development teams to prioritise defects, validate fixes, and improve product stability.
• Contribute to continuous improvement initiatives, automation opportunities, reporting enhancements, and operational excellence.
• Build and maintain technical knowledge resources for customers and internal teams.

Skills

Advanced technical support

Troubleshooting

SQL databases

Windows/Linux servers

Cloud platforms

Programming concepts

Root cause analysis

Tools

Microsoft SQL Server

PostgreSQL

MySQL

Azure

AWS

Linux

Job description

Objective is seeking a technically strong Software Support Specialist based in Palmerston North or Wellington, New Zealand. You will be the highest level of technical escalation within our Customer Support team, working directly with customers, consultants, developers and product teams to investigate critical issues and drive resolutions that make a real difference.

You will analyze complex systems, perform root cause investigations, and mentor others while ensuring customer outcomes and product