Technical Support Analyst (4pm-12am)

At Docuvera, you’ll have the opportunity to contribute to work that matters, collaborate with talented people globally, and help shape the future of digital content in life sciences. We’re building technology that supports the highly regulated pharmaceutical/life sciences industry, where quality, trust, and compliance genuinely matter. Join us at a stage where there’s still plenty of opportunity to shape how things work, contribute ideas, and help mature processes in practical, visible ways. The part you'll play and why it matters As a Technical Support Analyst taking on our 4pm-12am shift, you'll be at the forefront of ensuring our customers receive exceptional technical support for our products and services. You'll play a crucial role in resolving customer issues promptly, adhering to industry standards such as ITIL and ISO 20000, and contributing to our continuous improvement initiatives. You’ll help ensure customers can use Docuvera’s products confidently and effectively by resolving technical issues quickly, minimising disruption, and providing a consistently high standard of support. Through identifying recurring issues, sharing insights, and improving support processes, you’ll also contribute to stronger product quality, customer trust, and continuous improvement across Docuvera. What you'll focus on First Point of Contact: Serve as the initial point of contact for customers, addressing queries, technical issues, and complaints related to Docuvera with professionalism and efficiency. Service Desk Management: Manage incoming service desk requests via our CRM software, ensuring accurate ticket logging, prioritization, and resolution within defined SLAs. Independent Problem Solving: Independently investigate and resolve technical issues reported through various channels, demonstrating ownership, prioritization, and proactive problem-solving skills. Escalation Management: Escalate complex issues to senior staff when necessary, providing detailed documentation of investigations, actions taken, and diagnostic insights. SLA Compliance: Ensure the timely and professional delivery of technical services, meeting established SLAs and adhering to Docuvera guidelines and standards. Knowledge Management: Contribute to building and maintaining an internal knowledge base, documenting systems, services, FAQs, known issues, and best practices to enhance team efficiency and effectiveness. Support Collaboration: Collaborate with cross-functional teams to assist in pre-sales and post-sales technical support activities as directed by the Service Delivery Manager. What you'll bring to the role You’ll bring a mix of these key skills, experience and knowledge At least 2 years of experience providing remote technical support to enterprise clients. At least 2 years of experience supporting SaaS or enterprise software applications. Experience troubleshooting Windows-based and web-based applications. Working knowledge of REST APIs, JSON, authentication, and API troubleshooting tools such as Postman. Experience creating and reviewing reports using Microsoft Excel, Power BI, or similar reporting tools. Experience using Jira, Jira Service Management, or similar ticketing platforms. Ability to review logs, error messages, and technical information to identify and troubleshoot issues. Experience working with Development, Quality Assurance, DevOps, and Product teams. Exposure to Document Management Systems such as Veeva Vault, OpenText, or Documentum is advantageous. Basic knowledge of Python, PowerShell, SQL, AWS, or automation tools is advantageous. Strong communication, problem-solving, organization, and customer service skills. Previous experience with Docuvera is highly desirable. Experience within the Life Sciences or another regulated industry is advantageous. The ability to communicate clearly and concisely (both written and orally). Discipline to work with customers who operate in a highly regulated industry. Problem-solving skills with a solutions-oriented approach. You’ll have these certifications or qualifications College or university degree in computer science is desired but not required Certifications in ITIL, CompTIA A+, or CompTIA Network+ are desired We value diversity of experience, perspective, and background and we recognise that how we work is just as important as what we achieve. We’re built around a few consistent ways of working: driving outcomes, innovating, lifting others up, adapting quickly, leading by example, and bringing people together around a shared purpose. We capture these behaviours in six words: Go-Getter, Trailblazer, Elevator, Shapeshifter, Torchbearer, and Steward, and you’ll see them show up in how we collaborate, how we measure performance, and how we get work done day to day. A Go-Getter focuses on what matters most and drives results without chasing perfection; a Trailblazer is curious, proactive, and always looking for better ways to do things; an Elevator lifts others up through listening, collaboration, and crediting contributions; a Shapeshifter stays positive and calm through change and helps others find clarity and momentum; a Torchbearer leads with initiative and accountability, communicating early and acting in the team’s best interests; and a Steward brings steadiness and purpose, uniting people around shared goals with optimism, professionalism, and integrity. What you can expect from us We want people to do meaningful work, have a visible impact, and keep growing their careers, so you can expect to join a collaborative, down to earth team that operates with a flat structure, where good ideas are valued, people have genuine ownership, and influence is not limited by hierarchy. You’ll work on interesting technical challenges that have meaningful customer impact, particularly in highly regulated industries where quality, trust, and compliance genuinely matter. We are a distributed global team, but we work hard to stay connected. Our culture is built on curiosity, initiative, transparency, and continuous improvement. We focus on outcomes, accountability, and progress rather than where you work or how visible you are. You can also expect: genuine flexibility and trust in how you manage your work, helping you balance professional and personal commitments the tools and support to do your best work. This includes modern systems and AI-enabled technology, the autonomy to improve processes, and opportunities to help shape how work evolves as we grow access to funded and free learning, coaching, mentoring, and professional development opportunities, with a strong track record of internal progression. a range of leave benefits, including year-end appreciation leave, birthday leave, parental leave, long-service leave, and the use of confidential, fully funded employee assistance support. Other entitlements may vary depending on location and eligibility (such as unlimited PTO and healthcare benefits for the US). Why Docuvera? Docuvera is the industry leader in governed, structured content authoring for the Pharma industry and as a pioneer in this space, we are proud to support top global Pharma companies. Born out of Author-it in 2017, we are on a mission to help our customers harness the power of digital innovation, accelerating their ability to safely get their life changing products to market faster. Docuvera empowers life sciences organisations to drive digital transformation in how they manage their content. Docuvera turns content into small, reusable ‘building blocks’ (components). You write and approve a block once, then reuse it confidently across many documents and projects, keeping everything consistent across documents, products, and regions. For our team, it means delivering real-world impact through ground-breaking solutions to technically complex problems. We're a global team working across New Zealand, Asia, the UK, Europe, and the United States, and Docuvera is now a member of the cormeo family of companies, an exciting step that strengthens our global reach and long-term growth. Keen to know more? Please also feel free to check out the careers page for more information about working with us and follow us on LinkedIn to check out what we've been up to recently. Key information about our recruitment process If there’s anything we can do to make our recruitment process more inclusive or accessible for you, please let us know. We’re happy to accommodate where we can. Our process usually includes two online interviews , each about an hour long, with one or two members of our team. Some roles may also include a technical exercise to help us understand your approach and skills. We’ll also ask for at least two professional references and complete a background and/or verification check. We’ll keep applications open until we find the right person, and we’ll keep you updated along the way. For recruitment agencies : we work with a select group of preferred partners, so please don’t send unsolicited CVs as we won’t be able to consider them.