Product Technical Advocate

3 days ago


Wellington, Wellington, New Zealand Objective Full time

About Us: We create software that drives meaningful outcomes. As a leading developer of SaaS solutions for the government, we operate across five development labs in Australia, New Zealand, the United States, and the United Kingdom.

Job Overview:
This position plays a critical role in ensuring our customers receive exceptional support. The Software Support Specialist acts as a conduit between the field (customer support and consulting services) and product development. They provide last-level product technical support and collaborate with internal stakeholders to drive initiatives and practices that improve customer satisfaction.

Main Responsibilities:
* Incident Management: Provide last-level product technical support to customers, Support Consultants, and Consulting Services via designated incident management escalation processes.
* Technical Knowledge Leadership: Ensure that all published Customer Support technical content is accurate and appropriate for the target audience. Perform regular quality inspections on Support cases to ensure process adherence and technical accuracy.
* Critical Situation Technical Management: Take ownership of the Customer Support Escalated Issues list and chair appropriate meetings with all geographies to communicate updates and drive issues to resolution.

Key Requirements:
* Post-sales experience delivering technical support or consulting services under a contracted relationship.
* Hands-on experience with complex application software technology as an administrator, developer, or implementer. Familiarity with database, server, and operating system technologies in Windows and/or Unix environments is desired.
* Proficiency in SQL and database management; experience with Microsoft SQL Server, MySQL, or PostgreSQL is preferred.

Benefits:
* Flexible work arrangements to balance work and life. Access to Employee Assistance Program for confidential counseling and extensive learning resources. Social events foster team cohesion and camaraderie. We're proud to be recognized as an endorsed employer for women.



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