Technical Support Engineer Level 3

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

Benefits offered by this job

High ownership

Direct access to leadership

Mission-driven team

Growth opportunities

AI subscriptions

Mac or PC options

Weekly team lunches

Car park available

Job summary

Image Analyzer is seeking a technically broad, hands-on senior technical support specialist to own escalated issues end to end, including logs, deployments and customer communications from our Wellington office.

You will work with AWS, Docker, Chrome extension, SDK, and appliance products, delivering white-glove support to global enterprise customers while contributing to QA, documentation and process improvements.

Qualifications

• Experience in technical support for B2B/enterprise software.
• Proficient with Linux and Windows command lines.
• Experience supporting software in customer environments (self-hosted, containerised, appliance).
• Ability to explain technical issues clearly to engineers.
• Familiarity with containers and container-based deployment (Docker, AWS).
• QA/testing exposure is a plus.
• Strong written communication and documentation skills.
• Experience supporting an API/SDK integration is advantageous.

Responsibilities

• Own escalated technical issues end to end from report to resolution.
• Reproduce issues across environments in AWS, Docker, Chromebooks and laptops.
• Read logs, stack traces and configs to isolate faults.
• Be the trusted technical contact for customers through integration and upgrades.
• Turn solved cases into self-serve documentation.
• Improve and automate support processes, tools and procedures.
• Administer customer licences and entitlements with accuracy.
• Assist with QA and release verification for real-world deployments.
• Spot patterns and drive fixes, reducing recurring tickets.

Skills

Linux

Windows

Browser extension

Documentation

Communication

Tools

Docker

AWS

APIs

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

About Image Analyzer
Image Analyzer works to create a safer digital world through advanced AI-based visual threat intelligence. Our technology detects and prevents the spread of harmful visual material, protecting individuals, organisations, and society. We supply our technology to OEM software partners, who embed it inside the products they sell to their own customers across cybersecurity, digital forensics, web and email safety, and academic safeguarding.
About the role
This is a brand new third-level technical support role: the escalation point where the hard problems land. You'll work at the cutting edge of AI-powered detection technology, across our Chrome extension, SDK, container and appliance products. Because customers embed and run our technology in their own products and infrastructure, you'll be reasoning about their environment from logs, configs and a conversation, working out whether it's an integration issue, a deployment problem, or a genuine defect in our product.
You'll be the technical face of the company to our global enterprise customers providing the white-glove, high-touch problem-solving and excellent service we’re known for. You'll have real autonomy and plenty of scope to use your initiative, spot what needs doing, and own it. You’ll spend most of your time on support and customer-facing work, working closely with our local developers and wider team. You’ll also roll up your sleeves and contribute where the team needs it, primarily in QA, documentation and process improvement.
You’ll join a small, collaborative team where your contribution is visible, your ideas are taken seriously, and who are all passionate about our mission and technology.
This is a full-time (40 hours per week) permanent role. You’llmostly be based in our open plan office at Haining Street, Wellington, with some flexibility to work from home.
Thesalary band for this role is $110,000 to $135,000commensuratewith skills and experience.

Day to day you'll:

• Own escalated technical issues end to end, from first report through root cause to resolution
• Reproduce customer issues across environments in AWS, Docker, Chromebooks, and laptops, and build repro cases engineering can act on
• Read logs, stack traces and configs to isolate faults in environments you don't control
• Be the trusted technical contact for customers, through integration, upgrades and steady-state operation
• Turn every well-solved case into documentation the next customer can self-serve
• Improve and automate technical support processes, tools and procedures, making them better and giving customers a higher-quality service.
• Administer customer licences and entitlements, keeping records genuinely accurate, complete and correctly attributed
• Assist with QA and release verification, particularly testing real-world customer deployment scenarios and edge cases identified through technical support
• Spot patterns and bring them upstream, turning recurring issues into fixes, not more tickets

About You
You're technically broad, genuinely curious, and energised by ownership and hard problems. You’ll be as comfortable on the command line as you are talking through a complex problem with a senior customer contact. You also bring:

• At least five years’ experience in technical support or support engineering, ideally with B2B or enterprise software products
• Comfortable on Linux and Windows command lines, able to work through installs, logs, permissions, networking and dependency issues
• Experience supporting software deployed in customer environments, including self-hosted, containerised, appliance and other non-SaaS environments.
• Technical enough to trace and describe a problem precisely to engineers
• Familiarity with containers and container-based deployment (eg Docker and AWS)
• Some exposure to QA or testing processes
• Strong written communication: you can explain hard technical things clearly to people under pressure
• Comfortable using AI tools daily as part of how you work
• Flexible to pick up the occasional out of hours incident
• Experience supporting an API or SDK integrated by other developers, and/or browser extension development or troubleshooting experience is an advantage, but not essential

As a small team, the right fit of personality and qualities is just as important to us as the skills and background you bring.

What We Offer

• A high-ownership role, where your ideas are valued
• Direct access to senior leadership and proximity to real commercial decisions
• A mission you can get behind - content safety and digital protection that helps real people across the globe
• A small, social team who’ll support and encourage you to grow
• A modern tech stack with AI subscriptions, choice of Mac or PC and your preference of screen configuration
• Weekly team lunches and a car park will be made available if required

What next?

Applications close 9 September 2026