Technical Integration & Support Specialist
About Valo & Eightwire
Valo builds the platform that helps organisations turn social investment into measurable social outcomes. Behind that platform sits Eightwire, our secure data-exchange business. Since 2015, Eightwire has made the safe, automated exchange of sensitive data between organisations simple: no-code, secure and fast. Eightwire is the primary data exchange solution for government departments and the leading health data exchange for primary health data in Aotearoa New Zealand.
This role sits within the Valo group and supports our established Eightwire product family: Conductor and Medicly. You will be employed by Valo, working day to day with Eightwire's customers and team. We are a small team doing consequential work: much of the data our customers exchange supports frontline health and social services.
Working Here
Variety is a defining feature of the role, including government integration programmes, incident response, data reconciliation and vendor coordination.
Engineering and senior technical staff provide support on escalations and complex integrations.
Valo/Eightwire operates a high-trust model, with a high level of autonomy and support when needed.
Self-directed learning is supported, including relevant certifications in cloud, data and identity technologies.
Production issues occasionally need attention outside business hours, with reasonable availability expected for critical incidents.
The team works in a hybrid manner, with the majority working remotely and regular onsite meet-ups for collaboration and connection. An office is available in Wellington.
Purpose
Deliver customer integrations from the first scoping call through to a validated, running data exchange. The role works directly with customers and the engineering teams at their software vendors, often acting as the bridge between both sides of an exchange, with senior technical staff available to consult when needed. Day-to-day work includes configuring cloud storage and access, writing SQL against customer databases and warehouses, debugging APIs, investigating connector faults and helping coordinate the response when something breaks in production. Accuracy and discretion are essential because customers handle sensitive health and social sector data.
Key Relationships
Internal
Eightwire engineering team and senior technical staff
External
Customers
Customer IT teams
Software vendors and their engineering teams
Key Duties and Responsibilities
Customer Integrations
Set up new customer data connections, from the first scoping call through to checking everything is running as it should, then hand over to business as usual. Senior technical staff help set the approach; you make it happen.
Work with customer and vendor IT teams to arrange secure access between systems.
Be the day-to-day contact for the software vendors we connect with, keeping several projects moving at once.
Help new customers get started, coordinate system changes and installations at customer sites, and keep guides and documentation up to date.
Customer Support & Incident Response
Answer customer support requests, fix what you can, and hand the rest to engineering with a clear description of the problem, within the four business hour response commitment.
When things go wrong, pitch in to help put them right and keep customers in the loop.
Investigate product faults and write clear bug reports for engineering.
Monitoring & Data Quality
Monitor scheduled data transfers, spotting failures or data that does not look right, arranging reruns, and confirming everything arrived where it should.
Reporting
Produce monthly usage reporting for billing, meeting the monthly deadline.
General
Work with sensitive health and government data with accuracy and discretion.
Provide reasonable availability for occasional critical production incidents outside business hours.
Qualifications, Skills and Experience
Essential
Working proficiency in SQL, including joins, aggregation and investigative querying against live databases. SQL Server, Snowflake or PostgreSQL experience preferred.
Hands-on experience with AWS S3 and IAM: buckets, policies, access keys and ideally cross-account roles. Equivalent Azure or GCP experience considered.
Comfort debugging REST APIs and their authentication models (OAuth scopes, API keys, token lifecycles), and reading third-party API documentation.
Experience in technical support or incident response in a customer-facing role, working to defined response times.
Strong written communication for customer-facing incident updates and technical documentation.
Ability to work interrupt-driven without losing track of planned delivery work.
Accuracy, attention to detail and a willingness to take ownership of your work.
Nice to Have
Experience in the New Zealand health, government or social services sector, or familiarity with the Privacy Act and health information data handling.
Exposure to data integration, ETL or iPaaS platforms.
Scripting ability in Python or similar for ad hoc data work.
A degree in information technology or equivalent practical experience.
Not Required / Other
You do not need to be a software engineer or write production code.
You do not need prior experience with the platform; training will be provided on Conductor.
You must have the right to work in New Zealand.
Appropriate background checks apply because the role works with sensitive health and government data.
Variety is a defining feature of the role, including government integration programmes, incident response, data reconciliation and vendor coordination.
Engineering and senior technical staff provide support on escalations and complex integrations.
Valo/Eightwire operates a high-trust model, with a high level of autonomy and support when needed.
Self-directed learning is supported, including relevant certifications in cloud, data and identity technologies.
Production issues occasionally need attention outside business hours, with reasonable availability expected for critical incidents.
The team works in a hybrid manner with regular onsite meet-ups for collaboration and connection. An office is available in Wellington.