Support Specialist - Platform

Platform Support Specialists are responsible for providing 24/7/365 pro-active technical support and incident management services for Vista's Cloud, SaaS, and managed service clients globally.

Responsibilities:

• Work with proactive platform monitoring technology to identify and address incidents
• Lead by example and assist with mentoring/training new staff
• Respond to and resolve incidents logged for Cloud/SaaS/Managed Services
• Collaborate with Vista teams globally to resolve incidents
• Read and understand program code to assist with problem-solving
• Use SQL Server and SQL statements to assist with problem-solving
• Utilise Azure and monitoring tools to assist with problem-solving
• Read and interpret error logs
• Record all details of support calls into Vista's issues system
• Be available on rotation with a cell phone for urgent after-hours support issues
• Travel domestically or internationally

Platform:

• Continuously build expertise in the platform and product and act as a subject matter expert for those product areas within Services
• Provide escalated access/support/modifications/config for the platform that aren't in the user interface or in tooling
• Become proficient in the use of tools for platform monitoring
• Work on platform monitoring technology and alerting to grow the maturity of the system
• Perform technical configuration to support client requests or project work
• Contribute to support documentation, articles, playbooks, etc.

Benefits:

• Hybrid working (home and office-based split, requiring regular weekly attendance in the Auckland office)
• Medical and Life insurance
• Volunteer day, enhanced paid parental leave, and wellness benefits
• Strong mentoring and career development focus
• Fun team events, including the Vista Innovation Cup