Technical Support Analyst
Salary: Up to $75,000 p/a + extra leave
Here at Docuvera, we’re building technology with real-world impact, supported by a globally distributed team that values autonomy, collaboration, and continuous improvement. Join us at a stage where there’s still plenty of opportunity to shape how things work, contribute ideas, and help mature processes in practical, visible ways.
The part you'll play and why it matters
Great technical support is about more than resolving tickets. It’s about giving customers confidence that when something goes wrong, someone capable, curious and accountable is working to fix it.
Taking on our 4pm-12am shift, we’re looking for a Technical Support Analyst to help our global enterprise customers use Docuvera’s products effectively. You’ll investigate technical issues, communicate clearly, and work with Product, Development, QA and DevOps to deliver practical, lasting solutions.
Working as part of a small, New Zealand and USA based technical support team within our Product function, this role reports to our USA based Service Delivery Manager.
What the role looks like in practice:
You’ll be a key point of contact for global customers experiencing technical issues or needing help understanding the product. Your investigation, communication and follow-through will directly shape their experience. You’ll resolve issues within agreed service levels, keep customers informed, and identify recurring problems to improve documentation, processes and product quality.
This isn’t a ticket-forwarding role. As AI increasingly handles categorisation and summarisation, your value will come from judgment, context and ownership of the customer’s issue. You’ll have ownership of customer issues, access to cross-functional expertise, and the opportunity to shape how support processes and knowledge evolve.
Continuous improvement is part of the role. You’ll be encouraged to share insights, suggest improvements and help us use support data more effectively. We don’t rely on outdated processes for their own sake. As AI and automation evolve support, you’ll help shape how we adapt while maintaining accountability and quality.
You’ll manage service requests through CRM and ticketing tools, ensuring they are accurately logged, prioritised and progressed within SLA.
You’ll investigate issues across Windows and web applications, review logs and errors, troubleshoot APIs and authentication, and use tools like Postman. When needed, you’ll escalate with clear findings, what you’ve ruled out, and recommended next steps.
You’ll also contribute to the knowledge base by documenting known issues, FAQs and troubleshooting guidance.
This is not a scripted environment. AI will help surface patterns and draft content, but you’ll validate information, apply judgment and determine the right course of action.
What strong performance looks like
Strong performance means customers receive timely, clear and technically sound support, and always understand what is happening and what comes next.
Your work will show clear investigation and reasoning. Escalations will be actionable, and recurring issues will be visible and addressed.
Success is not just ticket volume. As AI accelerates routine work, the strongest analysts will improve resolution quality, reduce repeat issues and strengthen organisational learning.
What you’ll bring to the table
You’ll have at least 2 years’ experience in remote technical support for enterprise customers and SaaS or enterprise software.
You’ll be confident troubleshooting Windows and web applications, reviewing logs, and working with REST APIs, JSON and authentication. Experience with Jira or similar tools is essential, along with collaboration across Dev, QA, DevOps and Product teams.
Experience with Excel or Power BI is helpful. Exposure to Python, PowerShell, SQL, AWS, automation tools or document management systems (e.g. Veeva Vault, OpenText, Documentum) is a plus.
Life sciences or regulated industry experience is beneficial, as are ITIL or CompTIA certifications. A computer science qualification is welcome but not required.
AI can assist with information and analysis, but it cannot replace structured thinking, troubleshooting discipline or clear customer communication.
If you enjoy solving technical problems, helping customers and improving how support works, we’d love to hear from you.
What you can expect from us
We operate as a distributed global team so have a high-trust, outcomes-focused culture that values transparency, initiative, and continuous improvement. We care far more about impact and progress than visibility for its own sake. Balancing stakeholder needs, time zones, and customer expectations require rigor, but you'll have modern systems, AI-enabled tooling, and the autonomy to improve processes rather than just follow them.
Some of our benefits include birthday leave and extra paid time off at Christmas, as well as access to L&D tools and world class tech. We are truly flexible in how we work so this role may suit various types of working arrangements.
Why join Docuvera?
Docuvera is the industry leader in governed, structured content authoring for pharma. We evolved in 2017 from Author-it, and we help top global pharmaceutical companies harness digital innovation to get their life-changing products to market safely and faster. Now part of the cormeo family of companies, we're a global team working across New Zealand, Asia, the UK, Europe, and the United States.
For our team, it means delivering real-world impact through ground-breaking solutions to technically complex problems, so to do that we’re collaborative, curious, and driven to solve important challenges together.
Keen to know more?
Please also feel free to check out the careers page (www.docuvera.com/careers) for more information about working with us and follow us on LinkedIn to check out what we've been up to recently.
Key information about our recruitment process
If there’s anything we can do to make our recruitment process more inclusive or accessible for you, please let us know. We’re happy to accommodate where we can.
Our process usually includes two online interviews, each about an hour long, with one or two members of our team. Some roles may also include a technical exercise to help us understand your approach and skills.
We’ll also ask for at least two professional references and complete a background and/or verification check.
We’ll keep applications open until we find the right person, and we’ll keep you updated along the way.
For recruitment agencies: we work with a select group of preferred partners, so please don’t send unsolicited CVs as we won’t be able to consider them.