Technical Support Representative

MiTek is a global construction technology leader, providing integrated software, engineered products, services, and automated solutions to the building industry. Our mission is to advance the adoption of offsite construction and transform the way the world designs, makes, and builds. Founded in 1955 and part of the Berkshire Hathaway group since 2001, MiTek operates across six continents in more than 100 countries. In New Zealand, we also provide engineering support to MiTek‑accredited truss and frame manufacturers and the wider industry, offering expertise in automation, timber design, building products, and estimating solutions. The role As a Technical Support Representative, you will play a critical role in supporting our customers across MiTek fabrication operations. You’ll be responsible for delivering high-quality, responsive technical support while contributing to continuous improvement and strong customer outcomes. You will collaborate across the APAC Technical Support Team and our account management and customer experience teams to ensure the best outcome for our customers. You’ll support our New Zealand customers, so 6am starts and 2.30pm finishes will fit in with your lifestyle. Job responsibilities include: Customer Support & Issue Resolution – Provide technical support across MiTek software and fabrication operations, diagnosing issues, guiding users to resolution, and escalating where required. Troubleshooting & Problem Management – Perform structured troubleshooting using diagnostic techniques, researching complex issues and ensuring timely resolution. Customer Engagement & Relationship Management – Build strong relationships with fabricators by understanding their needs and delivering value-driven support. Communication & Follow-Up – Clearly communicate solutions, provide accurate product and service information, and proactively follow up to ensure successful outcomes. Knowledge Sharing & Continuous Improvement – Capture customer feedback, identify trends, and recommend improvements to systems, processes, and service delivery. Training & Capability Support – Assist in preparing and delivering training materials, supporting in-house and online learning initiatives. Software Testing & Quality Support – Participate in pre-release and internal testing of software, including validation prior to broader release. Collaboration & Stakeholder Engagement – Work closely with internal teams including FAMs, Product Management, and Software Development to resolve issues and improve products. Documentation & Reporting – Accurately record incidents, resolutions, and support activities, maintaining logs and reporting as required. Planning & Performance Alignment – Manage workload effectively to meet KPIs and contribute to MiTek’s strategic objectives and 2030 vision. About You You are a customer-focused problem solver with a strong technical mindset and a passion for delivering excellent service. You thrive in a fast-paced environment, communicate clearly, and take ownership of outcomes. You enjoy collaborating with cross-functional teams and are a confident, proactive self-starter. You will bring: Strong problem-solving and analytical skills, with the ability to quickly identify issues and develop practical solutions Sound judgement and decision-making, with the ability to act confidently and involve others where needed Hi! #J-18808-Ljbffr