Technical Support Engineer 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

Kin Recruitment – Wellington, North Island

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

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

Applications close 9 September 2026