Technical Support Analyst

About Us
At Seequent, we help organisations to understand the underground, giving the confidence to make better decisions faster. We build world-leading technology that is at the forefront of Earth sciences, transforming the way our customers work. Every day we help them develop critical mineral resources more sustainably, design and build better infrastructure, source renewable energy, and reduce their impact on the environment. We operate in 145+ countries while proudly maintaining headquarters in New Zealand.

The Role
As a Technical Support Engineer, you are a member of a best-in-class Global Support Team, that acts as the first point of contact for many of our end users around the globe. As a member of this team, you will provide hands-on technical support to ensure that customer inquiries are handled professionally, efficiently, and in a timely manner. The assistance you provide customers will range from connectivity issues through to geoscience solution specific issues. The value our Support Team contributes to the success of our customer is of key strategic importance to the future of the company. We aim for a best-of-class Support organisation with the ability to scale effectively as we continue to grow.

In this role, you will have the opportunity to:

1. Liaise directly with customers to provide accurate and timely resolutions to their inquiries, primarily by email, telephone, or remote sessions.
2. Efficiently prioritise and triage technical support requests based on the issues presented.
3. Follow up and track open support tickets to ensure satisfactory resolution.
4. Using the principles of KCS (Knowledge Centered Support), contribute to the creation of structured, re-usable content for the knowledge base.
5. Look for opportunities to improve processes and, where appropriate, design a solution and champion its adoption.
6. Work with the escalated technical staff, sales, and development teams and contribute to establishing suitable service levels for Seequent's internal staff and customers.

To be successful in this role, you should have:

1. Minimum two years of experience in a technical support role (geotechnical industry experience a plus).
2. Highly developed customer service orientation, with excellent English language communication skills.
3. Highly computer literate with excellent analytical and trouble-shooting skills and a strong focus on quickly identifying and resolving customer issues.
4. Keen organisational skills with the ability to multi-task and prioritise conflicting demands effectively under tight time constraints.
5. Ability to establish effective working relationships and collaborative work approaches with internal and external contacts.
6. Familiarity with data management and/or geotechnical related applications is considered an asset.

In addition to awesome colleagues and a great work culture, you can also expect the following benefits:

1. Flexibility – Experience a work-life balance with our hybrid work model.
2. Facilities – Make use of the onsite gym, locker facilities, secure bike sheds, ergonomic standing desks, ping pong tables, and spacious café.
3. Fun – Bring your dog to work, indulge in Pie Day Friday, build the tallest Lego tower, or embrace innovation in our annual Hackathon.
4. Financial – Competitive compensation, reviewed regularly, plus the option to join our Employee Stock Purchase Plan.
5. Family – Two weeks of supplementary paid parental leave.
6. Learning – Access to a wealth of training resources through our digital learning platform Degreed, quarterly career conversations with your manager and a culture that believes in promoting from within.
7. Wellbeing – Health Insurance via Southern Cross, fully subsidised subscription to Headspace, regular wellness webinars, and 24/7 EAP access.

Our Commitment to Equity, Diversity, and Inclusion
At Seequent, we champion the uniqueness of each individual. Our commitment to inclusiveness, equity, and accessibility is fundamental to who we are. If you require accommodation during our recruitment process, please let our Talent Acquisition team know. We are here to ensure a fair opportunity for all. Research underscores that some individuals, especially women and underrepresented groups, may hesitate to apply for roles if they don't meet every requirement. Please don't count yourself out if you don’t tick every box. We are committed to hiring a diverse team and encourage individuals of all backgrounds and abilities to apply. Thank you for considering us as your potential employer; we're excited to see what you can bring to our team!

Benefits of being a Seequenteer and why you’ll love being on our team.
We aspire to be pioneers of positive change in the way organisations work with the underground. We work collaboratively, stay curious, make change happen and have a global impact. We bring our authentic selves to work and are enthusiastic about what we do. Plus, you can expect great benefits; these benefits are unique to each location Seequent resides in. Please ask your Talent Acquisition Specialist.

If this posting gets you excited about joining Seequent please apply now!

How To Apply
If this sounds like the role for you, apply today with a covering letter and CV.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Software Development