Senior Technical Support Specialist

Clanwilliam ANZ – Christchurch, South Island About Us At Lanas, we empower healthcare providers to deliver exceptional care through innovative, reliable, and secure software solutions. With a strong presence across Australia and New Zealand, we support clients operating in diverse healthcare settings, from GP practices and specialist clinics to hospitals, laboratories, allied health, insurers, and community-based organisations. We are driven by purpose and grounded in care. We believe deeply in the work we do and in the impact we have. Our commitment to our customers, partners, communities, and each other is reflected in every interaction, every product, and every partnership. As part of the wider Lanas family, TONIQ is a nationwide supplier of healthcare technology and has been providing software solutions to the health sector for over 20 years. We proudly develop and support software that is used in 85% of pharmacies across New Zealand, as well as a range of other healthcare providers. We are currently looking for a Senior Technical Support Specialist to join our Toniq Customer Success team in Christchurch. This full-time permanent role is ideal for an experienced technical support professional who enjoys solving complex problems, mentoring others, and helping build a high performing support team. What You’ll Be Doing As a Senior Technical Support Specialist, you’ll be the technical escalation point for complex customer issues while providing guidance and coaching to Technical Support Specialists. You’ll work closely with customers and internal teams to deliver exceptional support, improve processes, and share technical knowledge that strengthens the capability of the wider Customer Success team. Key responsibilities include: Acting as the senior technical escalation point for complex customer issues. Diagnosing and resolving advanced software, configuration, connectivity, and environment related issues. Providing coaching, mentoring, and technical guidance to Technical Support Specialists. Supporting the team with complex customer enquiries and technical investigations. Collaborating with Product, Development, Professional Services, and other internal teams to resolve customer issues. Escalating issues to specialist technical teams when required, ensuring complete and accurate technical information is provided. Creating, maintaining, and sharing knowledge base articles and technical documentation. Coaching team members on troubleshooting techniques, customer communication, and best practice support processes. Delivering exceptional customer service while maintaining agreed service levels. Identifying recurring issues and contributing ideas to improve products, services, and support processes. Supporting technical projects and continuous improvement initiatives across the Customer Success team. What We’re Looking For You’re an experienced technical support professional who enjoys tackling complex technical challenges and helping others succeed. You thrive in a collaborative environment, communicate confidently with both technical and non-technical audiences, and take pride in delivering exceptional customer outcomes. You will bring: 3–4 years' experience in a technical support role supporting complex software applications. Experience diagnosing and resolving software, configuration, connectivity, and Windows environment issues. Experience acting as an escalation point for complex customer issues. Previous experience coaching, mentoring, or providing technical guidance to other support team members. Strong troubleshooting and root cause analysis skills. Excellent written and verbal communication skills. Experience using ticketing, CRM, or service management systems. The ability to manage competing priorities while maintaining high-quality customer service. Permanent work rights in New Zealand. Desirable but not essential: A qualification in Information Technology, Computer Science, Software Engineering, Pharmacy, or equivalent experience. Experience supporting pharmacy, healthcare, SaaS, or enterprise software. Knowledge of ITIL or service management principles. Experience creating knowledge base articles or technical documentation. Experience supporting multiple software products or platforms. What We Offer Supportive, people-focused culture. A diverse and inclusive team environment. Demonstrated career path with opportunities to progress within Lanas. Work‑life balance with flexible and hybrid working options. Centrally located, modern offices (bike lockers, showers, great kitchen, and social spaces). Birthday leave — an extra day off to celebrate your special day. A team that celebrates success together and enjoys regular social events. Market-competitive remuneration based on your skills and experience. The opportunity to join a successful and growing global business. #J-18808-Ljbffr