Tier 2 Technical Support Specialist

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

Job summary

EROAD, a Kiwi technology leader in in-vehicle solutions, is seeking a Technical Support Agent - Tier 2 in Auckland. You will handle escalated customer issues, perform advanced troubleshooting, and work closely with Product, Development, Engineering, and Operations to ensure timely resolutions and maximum value from EROAD’s products.

You will contribute to process improvements, support training initiatives, and maintain strong customer relationships in a fast-paced tech environment.

Qualifications

• 3+ years in customer-facing Technical Support or similar
• Experience handling escalated issues and driving resolutions
• Excellent written and verbal communication
• Ability to manage multiple priorities in a fast-paced environment
• Experience with support tools like Salesforce/Jira/Confluence

Responsibilities

• Perform triage, root cause analysis, debugging, and resolution across products.
• Provide advanced technical and product support to customers.
• Deliver effective resolutions and workarounds for complex issues.
• Escalate appropriately to Tier 3, Product, or Engineering teams.
• Maintain detailed case documentation and proactive status updates.
• Own escalated cases through to resolution and ensure SLA adherence.
• Contribute to training materials and knowledge articles.
• Share best practices across the support organization.

Skills

Troubleshooting

Customer focus

Communication

Prioritisation

Adaptability

Resilience

Education

Computer Science/Engineering degree advantageous

Tools

Salesforce

Jira

Confluence

Microsoft Teams

Outlook

Job description

EROAD, a Kiwi technology leader in in-vehicle solutions, is seeking a Technical Support Agent - Tier 2 in Auckland. You will handle escalated customer issues, perform advanced troubleshooting, and work closely with Product, Development, Engineering, and Operations to ensure timely resolutions and maximum value from EROAD’s products.

You will contribute to process improvements, support training initiatives, and maintain strong customer relationships in a fast-paced tech environment.