SaaS Technical Support Specialist

2 days ago

Albany, Auckland, New Zealand Smart Glazier Software NZ Limited Full time
Excited by technology and great at solving problems?

Join our support team and become an expert in a globally used SaaS platform. If you enjoy helping customers, digging into how software works, and becoming a true product specialist — this role is for you.

About Us

We build specialist software for the glass industry. Our mission is to be the most widely used software platform for glass shops globally. With offices in Auckland and London, we're growing fast—and we need great people to grow with us.

Why Join Smart Glazier Software?

  • Smart, diverse team with a supportive, hands-off culture
  • Competitive salary (NZD $65K–$90K, based on experience)
  • Hybrid work-from-home options and flexible hours
  • Beautiful offices in Auckland and London
  • Real growth opportunities
  • Fun, relaxed office vibe — pool table, foosball, board games
  • Casual dress code

Please apply directly via email to and include your full university transcript. We are specifically seeking straight-A students — strong academic performance is a core requirement for this role.

About the Role

As a SaaS Technical Support Specialist, you'll play a key role in helping our customers succeed with our software.

You'll become one of the best users in the world of our suite of products — supporting glaziers and glass fabricators across the globe. You'll be solving problems, answering queries, and helping users get the most from our tools.

Along the way, you'll also become deeply familiar with the glass industry and the real-world challenges our software solves.

Your responsibilities will include:

  • Providing technical support via phone and email
  • Learning all about the glass industry, our range of software products, and backend tools
  • Troubleshooting software issues and replicating customer problems
  • Building strong relationships with customers and collaborating internally with our QA, onboarding, and dev teams
  • Escalating bugs and product feedback appropriately
  • Creating and maintaining support documentation and knowledge base articles
  • Contributing ideas to improve our systems and support processes

To excel in this role, you will:

  • Be confident navigating computers and learning new systems (Windows and/or Mac)
  • Have excellent attention to detail and a methodical approach to tasks
  • Enjoy solving technical problems and figuring things out independently
  • Be curious and motivated to become a subject-matter expert in our software and the glass industry
  • Communicate clearly and confidently in both written and spoken English
  • Have a great understanding of mathematics, including basic trigonometry
  • Thrive in a hands-off management style and take ownership of your work
  • Have a solid academic track record — particularly in technical, mathematical, or analytical subjects
  • Bonus: experience with software support, SaaS tools, or any exposure to the glass or building industries

How to Apply

Please apply directly via email to , and include:

  • Your CV
  • A personalized cover letter explaining your interest in this role
  • Your full university transcript — strong academic performance is a key part of our evaluation, and we prioritise candidates with A-range results

Our Commitment

We're not looking for "years of experience." We're looking for people who are smart, curious, and motivated to learn something deeply technical. If you're excited by the idea of mastering a unique software platform and helping customers succeed, we want to hear from you.

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