Support Analyst (f/m/d)

Support Analyst (f/m/d) Auckland (NZ) Customer service, hotline Fulltime Published: 2026-07-06 What do we do? Introducing Thinkproject Platform Pioneering a new era and offering a cohesive alternative to the fragmented landscape of construction software, Thinkproject seamlessly integrates the most extensive portfolio of mature solutions with an innovative platform, providing unparalleled features, integrations, user experiences, and synergies. By combining information management expertise and in-depth knowledge of the building, infrastructure, and energy industries, Thinkproject empowers customers to efficiently deliver, operate, regenerate, and dispose of their built assets across their entire lifecycle through a Connected Data Ecosystem. What your day will look like Mission Deliver exceptional support experiences for Thinkproject's Asset Management solutions by resolving technical issues, driving customer success, and ensuring service excellence through proactive collaboration, ownership, and continuous improvement. Main Responsibilities Customer Support – Deliver first- and second-line application support, ensuring timely resolution of customer issues and requests. Issue Resolution – Investigate, diagnose and resolve functional and technical issues across Thinkproject's Asset Management solutions. Case Ownership – Manage support cases end-to-end, maintaining clear communication and accountability throughout the resolution process. Service Excellence – Meet agreed service levels and contribute to a positive customer experience through responsive and professional support. Technical Investigation – Utilise SQL, system logs and available diagnostic tools to analyse and resolve complex issues. Customer Advocacy – Act as a trusted customer contact, ensuring customer needs and concerns are effectively represented internally. Cross-functional Collaboration – Partner with Product, Engineering, Consulting and Customer Success teams to resolve escalated issues and improve service delivery. Problem Management – Identify recurring issues, conduct root cause analysis and support the implementation of sustainable solutions. Knowledge Management – Create and maintain knowledge articles, troubleshooting guides and support documentation to improve team effectiveness and customer self-service. Continuous Improvement – Contribute to product, process and service improvements through customer feedback, trend analysis and operational insights. Product Expertise – Develop and maintain expert knowledge of Thinkproject's Asset Management portfolio and related technologies. What you need to fulfill the role Fluent English skills are mandatory Support Experience: 2–5 years' experience in Application Support, Technical Support, Service Desk, or Customer Support roles within a SaaS or software environment. Customer-Facing Experience: Proven experience supporting customers and managing issues through to resolution. Technical Troubleshooting : Experience investigating and resolving software, system, or data-related issues. Industry Knowledge: Experience within construction, infrastructure, engineering, or asset management industries is advantageous. SQL Knowledge: Experience working with relational databases and using SQL for data investigation and troubleshooting. SaaS Platforms: Understanding of cloud-based software solutions and customer support processes. Issue Diagnosis: Ability to analyse technical problems and identify root causes using a structured approach. Integration Awareness: Understanding of APIs, integrations, and data migration concepts is desirable. Service Management Tools: Experience using ticketing and case management platforms such as Salesforce Service Cloud, Jira Service Management, Zendesk, or similar. System Literacy: Confidence working with logs, system configurations, and application settings to support issue resolution. What we offer Lunch 'n' Learn Sessions Women's Network LGBTQIA+ Network Coffee Chat Roulette Free English Lessons Thinkproject Academy Social Events Volunteering Activities Open Forum with Leadership Team (Tp Café) Hybrid working Unlimited learning We are a passionate bunch here. To join Thinkproject is to shape what our company becomes. We take feedback from our staff very seriously and give them the tools they need to help us create our fantastic culture of mutual respect. We believe that investing in our staff is crucial to the success of our business. #J-18808-Ljbffr