Software Support Specialist (Enterprise Software)

TL;DR

Software Support Specialist (Enterprise Software): Leading the investigation and resolution of complex technical escalations and critical incidents for enterprise software environments with an accent on root cause analysis and cross-functional collaboration. Focus on performing deep technical analysis, coordinating major incident resolution, and mentoring the support organization to improve product stability.

Location: Hybrid in Palmerston North or Wellington, New Zealand

Company

hirify.global provides software solutions for organisations that serve communities worldwide.

What you will do

• Lead investigation and resolution of complex customer incidents and high-level technical escalations.
• Perform deep technical analysis and root cause investigations across enterprise software environments.
• Coordinate major incident resolution efforts across multiple regions and teams.
• Partner with Engineering and Product Management to prioritize defects and influence product improvements.
• Mentor the broader support organization through technical coaching and knowledge sharing.
• Build and maintain technical knowledge resources for internal teams and customers.

Requirements

• Proven experience in advanced technical support or consulting within enterprise software environments.
• Proficiency with SQL, including Microsoft SQL Server, PostgreSQL, or MySQL.
• Experience with Windows and/or Linux server environments.
• Experience with cloud platforms such as Azure or AWS.
• Coding and debugging capability in at least one language, ideally Java or C++.
• Exceptional written and verbal communication and stakeholder management skills.

Culture & Benefits

• Opportunity to solve meaningful problems for community-serving organisations.
• Freedom to take ownership and drive technical resolutions.
• Supportive environment for deepening technical expertise and career growth.
• Collaborative culture working with talented people across multiple regions.