Senior Technical Support Engineer - AI Security (Level 3)

Kin Recruitment; Wellington; Hybrid; NZD 110,000 - 135,000; Full time

Job summary

Image Analyzer in Wellington seeks a brand-new, full-time Technical Support Engineer to own escalated issues end to end across our AI-powered detection stack, including chrome extension, SDK, container and appliance products. You’ll work with global enterprise customers delivering white-glove, high-touch support with autonomy and impact.

You’ll collaborate with local developers, contribute to QA and documentation, and help improve processes while joining a small, passionate team dedicated to

Qualifications

• 5+ years of experience in technical support or support engineering.
• Comfortable on Linux and Windows command lines.
• Experience deploying software in self-hosted, containerised environments.
• Technical ability to describe problems precisely to engineers.
• Familiarity with containers and container-based deployment (Docker, AWS).
• Strong written communication; able to explain hard concepts clearly.

Responsibilities

• Own escalated technical issues end to end, from report to root cause and resolution.
• Reproduce customer issues across environments in AWS, Docker, Chromebooks and laptops; build repro cases.
• Read logs, stack traces and configs to isolate faults in unfamiliar environments.
• Be the trusted technical contact for customers during integration, upgrades and steady-state operations.
• Turn well-solved cases into documentation for future customers to self-serve.
• Improve and automate support processes, tools and procedures to raise service quality.
• Administer customer licences and entitlements with accurate records.
• Assist with QA and release verification, including real-world deployment edge cases.
• Spot patterns and propose upstream fixes to reduce recurring issues.

Skills

Technical support

Linux

Windows

Docker

AWS

QA

Documentation

Communication

Tools

Docker

AWS

Job description

Image Analyzer in Wellington seeks a brand-new, full-time Technical Support Engineer to own escalated issues end to end across our AI-powered detection stack, including chrome extension, SDK, container and appliance products. You’ll work with global enterprise customers delivering white-glove, high-touch support with autonomy and impact.

You’ll collaborate with local developers, contribute to QA and documentation, and help improve processes while joining a small, passionate team dedicated to