Software Support Specialist

Objective Corporation; Wellington; Hybrid; NZD 90,000 - 120,000; Full time

Job summary

Objective Corporation seeks a technically strong Software Support Specialist based in Wellington, NZ, ready to own escalations within our Customer Support team and deliver exceptional customer outcomes. You will investigate critical incidents, work with Engineering, Product Management, and Consulting Services to uncover root causes, drive resolutions, and mentor the broader support organisation.

We encourage deep curiosity, ownership, and cross-functional collaboration, with opportunities to

Qualifications

• Proven experience in advanced technical support or customer-facing technical services.
• Strong troubleshooting and analytical skills across enterprise software environments.
• Experience with databases and SQL and Windows/Linux server environments.
• Knowledge of cloud platforms (Azure, AWS) and basic programming concepts (Java or C++).

Responsibilities

• Lead investigation and resolution of complex customer incidents and escalations.
• Serve as final technical escalation within Customer Support in collaboration with Engineering and Product teams.
• Perform deep technical analysis and root-cause investigations across enterprise environments.
• Coordinate major incident resolution with stakeholders across regions.
• Advocate for customers to influence product improvements and business decisions.
• Mentor and uplift the support team through coaching and knowledge sharing.
• Collaborate with Development teams to prioritise defects and validate fixes.
• Contribute to continuous improvement, automation, and reporting.
• Build and maintain technical knowledge resources for customers and teams.

Skills

Technical support

SQL

Windows/Linux

Azure/AWS

Code reading (Java/C++)

Root cause analysis

Incident management

Customer engagement

Tools

SQL Server

PostgreSQL

MySQL

Windows Server

Job description

At Objective, we're looking for a technically strong Software Support Specialist based in Palmerston North or Wellington, New Zealand who thrives on solving complex challenges, taking ownership, and delivering exceptional customer outcomes.
This isn't a traditional support role. You'll 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, uncover root causes, and drive resolutions that make a real difference.
If you're someone who enjoys digging deep into technology, loves troubleshooting complex systems, and can confidently communicate with both technical and non-technical stakeholders, we'd love to hear from you.
What you'll be doing:

• Lead the investigation and resolution of complex customer incidents and technical escalations
• Act as the final point of technical expertise within Customer Support, partnering closely with Engineering, Product Management, Consulting Services, and Customer Support teams
• Perform deep technical analysis, root cause investigations, and defect identification across enterprise software environments
• Drive major incident resolution efforts, coordinating stakeholders across multiple regions and teams
• Advocate for customers by ensuring their challenges and feedback influence product improvements and business decisions
• Mentor and uplift the broader support organisation through technical coaching, knowledge sharing, and quality reviews
• 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 that enable both customers and internal teams to succeed

Your skills, experience and beyond:
Technical Expertise

• Proven experience providing advanced technical support, consulting, or customer-facing technical services within enterprise software environments
• Strong troubleshooting and analytical skills across complex applications and infrastructure
• Experience working with databases and SQL, including Microsoft SQL Server, PostgreSQL, or MySQL
• Knowledge of Windows and/or Linux server environments
• Experience with cloud platforms such as Azure or AWS
• Exposure to application servers, virtualisation technologies, and enterprise architectures
• Familiarity with basic programming concepts and be able to read and understand code in at least one programming language, ideally Java or C++.
• Ability to quickly learn new technologies and become a subject matter expert

Customer & Communication Excellence

• Exceptional written and verbal communication skills
• Strong stakeholder management and customer engagement capabilities
• Ability to translate technical issues into clear business impacts and outcomes
• Confidence presenting findings, recommendations, and technical solutions to diverse audiences
• A genuine passion for delivering outstanding customer experiences

Personal Attributes

• Self-motivated and highly autonomous
• Comfortable operating in a fast-paced, evolving environment
• Strong sense of accountability and ownership
• Resilient, adaptable, and solutions-focused
• Naturally curious with a commitment to continuous learning and improvement

Why join Objective?
At Objective, you'll work with talented people solving meaningful problems for organisations that serve communities around the world. You'll have the freedom to take ownership, the opportunity to deepen your technical expertise, and the support to continue growing your career.
If you're looking for a role where your technical capability, initiative, and customer focus will genuinely make an impact, we'd love to hear from you.
If you do not tick every box, do not let that stop you. We value potential, learning agility, and diverse perspectives just as much as experience, and we encourage you to apply.
At Objective, we recognise and celebrate our diverse team as pivotal to our strong employee engagement and our high-performing culture, underpinned by Our Values.
We are an equal opportunity employer. We do not discriminate based on any protected characteristics or on any other basis prohibited by applicable laws in the regions where we operate.
To ensure a positive experience, please inform our Talent Team of any adjustments or accommodations you may require during the recruitment process, so we can support you effectively.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.