Software Support Lead

You’ll take ownership of the support function and processes, driving day-to-day support activities, improving workflows and ensuring issues are managed through to resolution

This is a low-volume, highly technical support environment where you’ll have the opportunity to really understand our customers' software implementations, server configurations and technical environments.
You’ll take ownership of the majority of task-based support requests, investigating issues, troubleshooting problems and working autonomously to find solutions. We’re looking for someone who enjoys getting into the detail rather than simply following a script.

Importantly, this role also has a strong testing mindset. You’ll use insights from customer support to help improve our testing and solution processes and, during quieter support periods, contribute to software testing from a user experience perspective.

What You'll Be Doing

• Provide technical support to customers via phone, email and remote access.
• Own and manage technical support requests through to resolution.
• Diagnose, troubleshoot and investigate software and technical issues.
• Manage support cases using Zendesk, including workflows and automations.
• Work closely with Development and Engineering teams to resolve complex issues.
• Identify recurring issues and provide feedback to improve products and solutions.
• Contribute to software testing and QA activities, particularly from a customer and UX perspective.
• Assist with software installations, upgrades and configurations.
• Provide customer training on software features and functionality when required.
• Maintain accurate support documentation and contribute to knowledge articles and training materials.
• Keep customers informed with clear, timely and professional communication.
• Continuously build your technical knowledge of our products and customer environments.

What We're Looking For We’re looking for someone who is inquisitive, analytical and comfortable working independently.
You’ll ideally bring:

• 5+ years' experience in technical support, software support, QA/testing or a similar technical role.
• Experience with Zendesk, ideally including ticketing workflows and automations.
• Strong troubleshooting and problem-solving skills.
• Good understanding of operating systems, databases and networking concepts.
• Exposure to software development, testing or QA processes.
• A strong attention to detail and a genuine tester mindset.
• Excellent written and verbal communication skills.
• Strong customer service and stakeholder management skills.
• The ability to investigate issues independently and take ownership from start to finish.
• A willingness to learn new technologies and understand complex customer environments.
• A relevant qualification in Computer Science, IT or a related discipline is preferred.

Only people with the right to live and work in New Zealand may apply for this role.

Don't forget to visit our website for more vacancies and job opportunities: www.rwa.co.nz

Job Reference number: SD-4070359