Technical Support Specialist

POSITION SUMMARY 

POSITION SCOPE 

Provide technical support to customers 

• Act as a primary technical contact for global education customers via phone, email, and remote access. 
• Troubleshoot and resolve software, configuration, performance, and connectivity issues, interpreting logs and error files to identify root causes. 

Install, configure & upgrade products 

• Install, configure, and upgrade software in customer SQL and server environments (on-premises, hosted, and cloud). 
• Configure required web services and background components to ensure stable, secure operation. 

Support integrations & identity 

• Implement and support integrations with AD/LDAP, SIS/MIS, SSO providers, and LMS platforms commonly used in education. 
• Configure and troubleshoot SSO and authentication flows in partnership with customer IT teams. 

Resolve infrastructure & database issues 

• Diagnose network, firewall, and server issues that affect product availability or performance. 
• Address SQL connectivity and performance issues in collaboration with customer database administrators. 

Enable smooth implementations & knowledge sharing 

• Support new customer implementations, go-lives, and post-implementation stabilization. 
• Document troubleshooting steps and solutions, maintain accurate case notes, and contribute to internal and external knowledge bases. 
• Collaborate with Engineering, Product, and Support teams on escalations and continuous improvement. 

Other duties and tasks as assigned 

QUALIFICATIONS 

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field; or equivalent practical experience. 
• 3+ years in a technical support, systems administration, or implementation role for enterprise or B2B software; education technology experience preferred. 
• Direct experience partnering with customer IT teams in a client-facing capacity. 
• Strong experience with Windows Server, virtualization, and mixed environments (including MacOS or Linux), using remote access tools and ticketing/CRM systems to support customers. 
• Solid understanding of networking (TCP/IP, DNS, firewalls, VPNs, proxies, load balancers) and the ability to diagnose and resolve connectivity and performance issues. 
• Hands-on experience with Microsoft SQL Server or other relational databases, including basic–intermediate SQL queries and core performance, backup/restore, and data integrity concepts. 
• Experience with Active Directory/LDAP, SSO and identity platforms (e.g., SAML2, ADFS, Azure AD, Google), and web services/APIs (HTTP/HTTPS, certificates) in on-premises and cloud-hosted SaaS environments, ideally within education technology or library/information systems. 
• Strong analytical and problem-solving skills in complex technical environments. 
• High attention to detail and accuracy in configuration, documentation, and troubleshooting. 
• Demonstrated customer service focus with clear, professional communication and the ability to manage multiple priorities independently. 
• Continuous learner; familiarity with ITIL or similar incident/change management practices and monitoring tools is a plus. 

WORK ENVIRONMENT 

• This is a hybrid role based in Wellington, New Zealand. Candidates must have a right to work in New Zealand. 
• It requires a suitable space that provides a private and quiet workplace.   
• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.  

PHYSICAL REQUIREMENTS 

• Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.  
• Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance.  
• Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials
• Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds. 
• Travel requirements: Minimal (less than 10%)