📍 Job Overview

Job Title: Technical Support Analyst
Company: PredictHQ
Location: Auckland, New Zealand (Hybrid)
Job Type: Full-Time
Category: Customer Support & Success
Date Posted: July 31, 2025
Experience Level: Entry to Mid-Level (0-2 years)
Remote Status: Hybrid (2 days in-office)

🚀 Role Summary

Serve as the first line of support, providing expert technical assistance to customers using PredictHQ's predictive demand intelligence platform.
Collaborate with cross-functional teams to resolve customer issues, escalate when necessary, and communicate progress effectively.
Monitor support channels, maintain documentation, and contribute to continuous product improvement based on customer feedback and insights.

📝 Enhancement Note: This role requires strong problem-solving skills, technical curiosity, and a customer-centric mindset to deliver exceptional support and drive product success.

💻 Primary Responsibilities

Customer Support: Act as the first responder for customer-related technical issues, triaging, resolving, and closing tickets promptly and professionally.
Ticket Management: Manage and prioritize tickets raised by customers and the Customer Success team, ensuring timely resolution and minimal customer impact.
Collaboration: Work closely with Product, Engineering, and Customer Success teams to escalate, prioritize, and track customer-facing issues, ensuring seamless communication and resolution.
Proactive Monitoring: Identify and flag unexpected customer behavior or unusual patterns in product or data usage, proactively addressing potential issues before they escalate.
Documentation: Maintain clear, concise, and up-to-date documentation of support interactions and technical resolutions, ensuring knowledge is easily accessible and reusable.
Follow-up: Follow up with customers to confirm their issues are fully resolved and they are satisfied with the outcome, gathering feedback to improve future support interactions.

📝 Enhancement Note: This role requires a structured approach to problem-solving, excellent communication skills, and the ability to work efficiently under pressure in a fast-paced environment.

🎓 Skills & Qualifications

Education: A bachelor's degree in a relevant field (e.g., Computer Science, Information Technology, or a related discipline) or equivalent experience.

Experience: Proven experience in a customer support or technical support role, ideally within a SaaS or tech environment. Familiarity with Salesforce is a plus.

Required Skills:

Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
Strong analytical and troubleshooting skills, with a structured approach to problem-solving.
Ability to efficiently diagnose and resolve technical issues.
Skilled at managing and prioritizing multiple support tickets and tasks in a fast-paced environment.
Quick learner, adaptable to new tools, technologies, and product updates.
Solid understanding of data quality principles and their role in delivering a great customer experience.

Preferred Skills:

Experience or familiarity with Salesforce.
Knowledge of predictive demand intelligence or similar data-driven industries.

📝 Enhancement Note: Candidates with relevant experience in customer support, technical support, or a related field are strongly encouraged to apply, as the role's success relies heavily on transferable skills and a customer-centric mindset.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a proven track record of providing excellent customer support, with examples of successful issue resolution and customer satisfaction.
Showcase strong communication skills through clear and concise documentation, case studies, or testimonials.
Highlight problem-solving skills and technical proficiency through relevant projects or case studies.

Technical Documentation:

Provide examples of well-structured, easy-to-understand technical documentation that you have created or contributed to.
Demonstrate your ability to document complex technical concepts and processes in a user-friendly format.

📝 Enhancement Note: While this role does not require a traditional web development portfolio, candidates should be prepared to showcase their technical support skills, problem-solving abilities, and customer-centric mindset through relevant examples and case studies.

💵 Compensation & Benefits

Salary Range: NZD 60,000 - 80,000 per annum (Based on experience and market research)

Benefits:

Health Insurance
Paid Birthday Leave and Paid Family and Friends Day Leave
Strong focus on training and development
10 weeks of fully paid parental leave
Flexible work arrangements
Hybrid work environment centered on collaboration, agility, and fun
Options in a fast-growing company in its early stages
$500 annual stipend to support your work-from-home setup

Working Hours: Full-time, 40 hours per week, with flexible working hours and a hybrid work arrangement (2 days in-office).

📝 Enhancement Note: The salary range is based on market research for customer support roles in Auckland, New Zealand, with adjustments for experience level and cost of living.

🎯 Team & Company Context

🏢 Company Culture

Industry: PredictHQ operates in the predictive demand intelligence industry, focusing on helping businesses master demand predictability and optimize inventory, staffing, pricing, and marketing strategies.

Company Size: Medium-sized (51-200 employees), with a dynamic and collaborative work environment that values teamwork and innovation.

Founded: 2016, with offices in Auckland and San Francisco.

Team Structure:

The Technical Support team works closely with Product, Engineering, and Customer Success teams to ensure customer satisfaction and drive product improvement.
The team consists of dedicated support professionals who are passionate about delivering exceptional customer experiences and driving product success.

Development Methodology:

Agile/Scrum methodologies, with a focus on continuous improvement and customer-driven development.
Regular sprint planning, code reviews, and quality assurance practices to ensure high-quality product delivery.
CI/CD pipelines and automated deployment strategies to streamline development processes and improve efficiency.

Company Website: www.predicthq.com

📝 Enhancement Note: PredictHQ's company culture emphasizes teamwork, collaboration, and a customer-centric mindset, making it an ideal environment for candidates with strong problem-solving skills and a passion for customer support.

📈 Career & Growth Analysis

Technical Support Analyst Career Level: This role is an entry to mid-level position within the Technical Support career path, focusing on providing exceptional customer support and driving product success through issue resolution and customer feedback.

Reporting Structure: The Technical Support Analyst reports directly to the Customer Success Manager and collaborates closely with cross-functional teams, including Product, Engineering, and other support professionals.

Technical Impact: Technical Support Analysts play a crucial role in maintaining customer satisfaction, gathering valuable feedback, and contributing to product improvement by identifying trends, issues, and opportunities for enhancement.

Growth Opportunities:

Customer Success Specialist: Transition into a more strategic customer success role, focusing on customer retention, upselling, and account management.
Technical Support Team Lead: Develop leadership skills and manage a team of Technical Support Analysts, driving team success and mentoring team members.
Product Manager: Leverage deep customer insights and technical expertise to drive product development and strategy, ensuring that PredictHQ's platform meets the evolving needs of its customers.

📝 Enhancement Note: PredictHQ offers clear career progression paths for Technical Support Analysts, with opportunities to grow within the customer success, team leadership, or product management domains.

🌐 Work Environment

Office Type: PredictHQ's Auckland office follows a hybrid work arrangement, combining the flexibility of working from home with two days in the office to foster team connection and collaboration.

Office Location(s): Auckland, New Zealand

Workspace Context:

Collaborative Workspace: The office features an open, collaborative workspace designed to encourage team interaction and knowledge-sharing.
Modern Equipment: PredictHQ provides modern equipment, including multiple monitors and testing devices, to ensure that Technical Support Analysts have the tools they need to succeed.
Cross-Functional Collaboration: Technical Support Analysts work closely with various teams, including Product, Engineering, and Customer Success, to ensure seamless communication and issue resolution.

Work Schedule: Full-time, 40 hours per week, with flexible working hours and a hybrid work arrangement (2 days in-office).

📝 Enhancement Note: PredictHQ's hybrid work environment offers the best of both worlds, combining the flexibility of working from home with the benefits of in-office collaboration and team-building.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, technical proficiency, and cultural fit (15-30 minutes).
Technical Assessment: A hands-on exercise or case study to evaluate problem-solving skills, technical aptitude, and customer-centric mindset (60-90 minutes).
Behavioral Interview: A deeper dive into your experience, skills, and career aspirations, focusing on customer support, problem-solving, and teamwork (45-60 minutes).
Final Interview: A conversation with the hiring manager or a panel of stakeholders to discuss the role, company culture, and next steps (30-45 minutes).

Portfolio Review Tips:

Highlight successful customer support cases, demonstrating your ability to diagnose, resolve, and document complex technical issues.
Showcase your problem-solving skills and customer-centric mindset through relevant projects or case studies.
Emphasize your ability to work efficiently under pressure and manage multiple support tickets simultaneously.

Technical Challenge Preparation:

Familiarize yourself with PredictHQ's platform and predictive demand intelligence industry.
Brush up on your problem-solving skills and customer support best practices.
Prepare examples of successful customer support cases and be ready to discuss your approach to issue resolution and customer communication.

ATS Keywords: Customer Support, Technical Support, Problem-Solving, Communication, Analytical Skills, Troubleshooting, Data Quality, Customer Success, Collaboration, Documentation, Intercom, Salesforce, Predictive Demand Intelligence, SaaS, Customer-Centric Mindset, Hybrid Work Environment

📝 Enhancement Note: PredictHQ's interview process focuses on assessing candidates' technical support skills, problem-solving abilities, and customer-centric mindset, with a strong emphasis on real-world examples and practical exercises.

🛠 Technology Stack & Web Infrastructure

Support Tools:

Intercom: PredictHQ uses Intercom for customer communication, issue tracking, and support ticket management.
Salesforce: Familiarity with Salesforce is a plus, as it is used for customer relationship management and account management.
JIRA: PredictHQ uses JIRA for project management, issue tracking, and collaboration with cross-functional teams.

📝 Enhancement Note: While this role does not require a deep understanding of web development technologies, candidates should be comfortable working with customer support tools and have a basic understanding of web technologies and data quality principles.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Put customers first, always strive to understand their needs, and go above and beyond to ensure their satisfaction.
Proactive: Anticipate customer needs and take initiative to resolve issues before they escalate.
Collaborative: Work closely with cross-functional teams to ensure seamless communication and issue resolution.
Continuously Learning: Stay up-to-date with product updates, industry trends, and best practices to improve customer support and drive product success.

Collaboration Style:

Cross-Functional Integration: Technical Support Analysts work closely with Product, Engineering, and Customer Success teams to ensure seamless communication and issue resolution.
Code Review Culture: PredictHQ fosters a culture of knowledge-sharing and continuous learning, with regular code reviews and team discussions to improve product quality and customer support.
Mentoring and Knowledge-Sharing: Technical Support Analysts are encouraged to mentor and share knowledge with their teammates, fostering a culture of growth and development.

📝 Enhancement Note: PredictHQ's customer support values emphasize a customer-centric mindset, proactivity, collaboration, and continuous learning, creating an ideal environment for candidates passionate about customer support and driven to succeed.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High-Volume Support: Manage a high volume of support tickets, prioritizing and resolving issues efficiently and effectively.
Complex Issue Resolution: Diagnose and resolve complex technical issues, often working with cross-functional teams to ensure seamless communication and issue resolution.
Customer Expectations: Manage customer expectations, communicating progress and resolution plans clearly and professionally.
Emerging Technologies: Stay up-to-date with emerging technologies and trends in the predictive demand intelligence industry, leveraging new tools and techniques to improve customer support and drive product success.

Learning & Development Opportunities:

Customer Support Training: PredictHQ offers comprehensive training and development opportunities to help Technical Support Analysts build their skills and advance their careers.
Industry Conferences and Events: Attend industry conferences and events to stay up-to-date with the latest trends and best practices in predictive demand intelligence and customer support.
Technical Mentorship: Benefit from mentorship opportunities with experienced team members, fostering a culture of growth and development.

📝 Enhancement Note: PredictHQ's technical challenges and learning opportunities emphasize the importance of continuous learning, customer-centric mindset, and collaboration, providing Technical Support Analysts with the tools and support they need to succeed and grow.

💡 Interview Preparation

Technical Questions:

Customer Support Scenario: Describe a challenging customer support scenario you've faced and how you resolved it, demonstrating your problem-solving skills and customer-centric mindset.
Issue Resolution Process: Walk through your approach to diagnosing, resolving, and documenting complex technical issues, highlighting your technical proficiency and attention to detail.
Customer Communication: Explain how you would communicate a complex technical resolution to a non-technical customer, ensuring they understand the issue, the resolution, and the steps taken to prevent future occurrences.

Company & Culture Questions:

Company Culture: Describe what you like about PredictHQ's company culture and how you think you would fit in, highlighting your customer-centric mindset and collaborative approach to problem-solving.
Customer Success: Explain how you would contribute to PredictHQ's customer success efforts, emphasizing your commitment to customer satisfaction and product improvement.
Product Improvement: Describe how you would gather and leverage customer feedback to drive product improvement and enhance the customer experience.

Portfolio Presentation Strategy:

Customer Support Cases: Highlight successful customer support cases, demonstrating your ability to diagnose, resolve, and document complex technical issues.
Problem-Solving Skills: Showcase your problem-solving skills and customer-centric mindset through relevant projects or case studies.
Customer Communication: Emphasize your ability to communicate complex technical resolutions to customers clearly and effectively, ensuring their understanding and satisfaction.

📝 Enhancement Note: PredictHQ's interview preparation focuses on assessing candidates' technical support skills, problem-solving abilities, and customer-centric mindset, with a strong emphasis on real-world examples and practical exercises.

📌 Application Steps

To apply for this Technical Support Analyst position at PredictHQ:

Submit Your Application: Click the 'Apply Now' button on the job listing and follow the prompts to submit your resume, cover letter, and any relevant portfolio pieces.
Prepare Your Portfolio: Highlight successful customer support cases, demonstrating your ability to diagnose, resolve, and document complex technical issues. Include examples of your problem-solving skills, customer-centric mindset, and clear, concise communication.
Research PredictHQ: Familiarize yourself with PredictHQ's platform, predictive demand intelligence industry, and company culture. Prepare thoughtful questions to ask during your interviews, demonstrating your interest and enthusiasm for the role.
Prepare for Technical Assessment: Brush up on your problem-solving skills, customer support best practices, and be ready to discuss your approach to issue resolution and customer communication.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and PredictHQ-specific context, providing a comprehensive overview of the Technical Support Analyst role and the company. All details should be verified directly with PredictHQ before making application decisions.

Technical Support Analyst