Full Time Job
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Technical Support Analyst

We’ve got big plans to grow our team here at Starshipit and we’re on the hunt for a Support Analyst to join our world class Support team on a 12-month fixed term basis.

Our Support team is a critical part of our global customer experience and deliver outstanding levels of technical customer support. You’ll be someone who loves a problem and comfortable questioning the status quo to get to the core of the Tier 1 and 2 issues our customers might have. Owning, resolving, and escalating these issues to the relevant teams are key components of the role.

If you’re looking for your first tech role, this is the one for you! Not only is this a great foot in the door to the fast-moving and ever-growing SaaS world, you’ll get the chance to work with teams in different areas of the business. You’ll also have a great leader and mentor in our Technical Support Lead, and we’ll cover all the technical, product, support, and onboarding processes with you to ensure you’re set up to do your best work. This is a great entry role that can open doors to progress to other teams within the business.

While our HQ is in Auckland, we’ve been working under a hybrid model since day dot. Whatever works best for you, works for us.

What you’ll do:

  • Troubleshoot, investigate, escalate and own customer issues from beginning to end. These are normally resolved through email, videos or by referencing support documentation in our Support Centre
  • Support both high profile eCommerce retailers and businesses who are new to the eCommerce world utilise our technology to the best of its ability. You’ll be surprised at how many of our eCommerce retailers and businesses you’ll know already!
  • Collaborate with the wider Customer Success team, Marketing team and Product team to share knowledge both internally and with our customers
  • Stay ahead of the game with new changes and maintain up to date documentation on cool new features released by the product team

Here’s what you’ll need:

  • Love getting to the cause of an issue and gets a kick out of resolving these
  • Have a Computer Sciences degree or similar and be looking for your first tech role
  • Confident in providing support over the phone – we can help with this
  • Love all things tech and can translate technical jargon into plain English in an engaging and dynamic way
  • If you happen to know a bit about API’s, that’s also a bonus!
  • Have high levels of attention to detail along with solid analytical and problem-solving skills
  • Love collaborating and working in a team
  • Know a little something about SaaS fundamentals

Life at Starshipit

Our people are what make us great, and our culture is something we’re especially proud of. We’re a team who love what we do. Not only are we diverse, we’re inclusive which means our people can be themselves. Every idea and perspective is valuable and reflected in how we interact with our partners, customers and teams.

We’ve got the perks covered with:

  • Additional day of annual leave for each year you’re with us
  • Half day Fridays throughout the summer so you can start your weekend early and make the most of the good weather
  • Free private healthcare through Southern Cross Healthcare
  • Dedicated learning and development fund to support your career and performance goals
  • Accelerated career growth – we’re big on promoting from within
  • Flexible working opportunities which go beyond leaving early to beat the traffic
1 Follower