Senior Technical Support Agent - Tier 2

Coretex; Upper Harbour; On-site; NZD 70,000 - 95,000; Full time

Job summary

EROAD is seeking a Technical Support Agent - Tier 2 to diagnose and resolve escalated customer issues across its product suite. You will collaborate with Product, Development, Engineering, and Operations to deliver timely resolutions and maximize customer value.

The role emphasizes a strong customer-first mindset, expert troubleshooting, and effective communication. You will contribute to process improvements and knowledge sharing within a fast-paced technology environment.

Qualifications

• Minimum 3 years' experience in a customer-facing Technical Support, Technical Services Desk, Customer Service, or Technical Account Management environment.
• Experience supporting customers in Tier 1 or Tier 2 technical support roles.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience managing escalated customer issues and driving successful resolutions.
• Excellent written and verbal communication skills.
• Strong organisational skills with the ability to manage competing priorities.
• Experience using Salesforce, Jira, Confluence, Microsoft Teams, and Outlook.
• Preferred experience within Telematics, SaaS, IoT, Wireless, or related technology industries.

Responsibilities

• Advanced Technical Support & Troubleshooting: triage, root cause analysis, debugging, and resolving complex issues across multiple products.
• Provide expert technical and product support to customers and deliver effective resolutions.
• Escalate issues to Tier 3, Product, Development, and Engineering as needed.
• Maintain detailed case documentation and provide regular status updates to customers.
• Own escalated customer cases through to resolution and ensure SLA adherence.

Skills

Customer Focus

Technical Troubleshooting

Communication Skills

Collaboration

Education

Computer Science or related degree advantageous

Tools

Salesforce

Jira

Confluence

Microsoft Teams

Outlook

Job description

EROAD is seeking a Technical Support Agent - Tier 2 to diagnose and resolve escalated customer issues across its product suite. You will collaborate with Product, Development, Engineering, and Operations to deliver timely resolutions and maximize customer value.

The role emphasizes a strong customer-first mindset, expert troubleshooting, and effective communication. You will contribute to process improvements and knowledge sharing within a fast-paced technology environment.