Software Support Specialist

At Objective, we're looking for a technically strong Software Support Specialist based in Palmerston North or Wellington, New Zealand who thrives on solving complex challenges, taking ownership, and delivering exceptional customer outcomes.

This isn't a traditional support role. You'll be the highest level of technical escalation within our Customer Support team, working directly with customers, consultants, developers, and product teams to investigate critical issues, uncover root causes, and drive resolutions that make a real difference.

If you're someone who enjoys digging deep into technology, loves troubleshooting complex systems, and can confidently communicate with both technical and non-technical stakeholders, we'd love to hear from you.

What you'll be doing:

• Lead the investigation and resolution of complex customer incidents and technical escalations.
• Act as the final point of technical expertise within Customer Support, partnering closely with Engineering, Product Management, Consulting Services, and Customer Support teams.
• Perform deep technical analysis, root cause investigations, and defect identification across enterprise software environments.
• Drive major incident resolution efforts, coordinating stakeholders across multiple regions and teams.
• Advocate for customers by ensuring their challenges and feedback influence product improvements and business decisions.
• Mentor and uplift the broader support organisation through technical coaching, knowledge sharing, and quality reviews.
• Collaborate with Development teams to prioritise defects, validate fixes, and improve product stability.
• Contribute to continuous improvement initiatives, automation opportunities, reporting enhancements, and operational excellence.
• Build and maintain technical knowledge resources that enable both customers and internal teams to succeed.

Your skills, experience and beyond:

Technical Expertise

• Proven experience providing advanced technical support, consulting, or customer-facing technical services within enterprise software environments.
• Strong troubleshooting and analytical skills across complex applications and infrastructure.
• Experience working with databases and SQL, including Microsoft SQL Server, PostgreSQL, or MySQL.
• Knowledge of Windows and/or Linux server environments.
• Experience with cloud platforms such as Azure or AWS.
• Exposure to application servers, virtualisation technologies, and enterprise architectures.
• Familiarity with basic programming concepts and be able to read and understand code in at least one programming language, ideally Java or C++.
• Ability to quickly learn new technologies and become a subject matter expert.

Customer & Communication Excellence

• Exceptional written and verbal communication skills.
• Strong stakeholder management and customer engagement capabilities.
• Ability to translate technical issues into clear business impacts and outcomes.
• Confidence presenting findings, recommendations, and technical solutions to diverse audiences.
• A genuine passion for delivering outstanding customer experiences.

Personal Attributes

• Self-motivated and highly autonomous.
• Comfortable operating in a fast-paced, evolving environment.
• Strong sense of accountability and ownership.
• Resilient, adaptable, and solutions-focused.
• Naturally curious with a commitment to continuous learning and improvement.

Why join Objective?

At Objective, you'll work with talented people solving meaningful problems for organisations that serve communities around the world. You'll have the freedom to take ownership, the opportunity to deepen your technical expertise, and the support to continue growing your career.

If you're looking for a role where your technical capability, initiative, and customer focus will genuinely make an impact, we'd love to hear from you.