Support Agent

• Support Fingermark's global technology products
• Troubleshoot, resolve and manage incidents across multiple time zones
• Be part of a collaborative global support team

Competitive Salary + On-call Retainer + Paid Overtime + Flexible Working

Keep Fingermark's global technology running smoothly for the world's biggest QSR brands.

About Fingermark

Fingermark is a global tech company headquartered in Hastings, Hawke's Bay with locations and people based throughout New Zealand, Australia, Brazil, Philippines and the United States. For over 17 years it has been a world leader in digital transformation and leads the way in the development of Artificial Intelligence (AI) and associated hardware products for the Quick Service Restaurant (QSR) sector.

Fingermark designs, builds and deploys leading-edge digital technology solutions enabling operational efficiency, revenue gains and enhanced customer experiences. From AI software with real-time business analytics and consultancy through to kiosks and menu boards - Fingermark designs fit-for-purpose innovative solutions and ecosystems.

Fingermark are partnering with some of the world's biggest QSR brands to deliver innovative solutions that transform how they do business. To help us deliver on our vision, we are looking for a motivated and capable Support Agent.

About the role

As a Support Agent, you'll help keep Fingermark's global technology fleet running smoothly. You'll be the first point of contact for customers, vendors, and partners, diagnosing and resolving technical issues, coordinating onsite technicians, and making sure processes and documentation are followed.

This is a full-time role (40 hours per week + on call, rostered) providing hands-on technical support across multiple time zones. It suits someone who's practical, calm under pressure, and confident working through complex problems with a global team.

Over time, you'll develop deep product knowledge and become a go-to person for support across Fingermark's platforms.

What you'll do:

• Diagnose and resolve technical issues across hardware and software installations
• Coordinate with third-party vendors and technicians for onsite and remote support
• Manage support requests, incidents, NOC alerts, and major issues
• Monitor and meet SLA requirements
• Assist with product deployments and rollouts
• Maintain accurate documentation for processes and incidents
• Contribute to process improvement and efficiency initiatives
• Participate in an after-hours support roster for P1 & P2 incidents

About you

You'll bring a mix of people skills and technical know-how, along with a steady approach when things get busy.

You'll ideally have:

• Level 1.5–2 technical capability in Desktop, Linux, and Google systems
• Experience with web APIs, JSON, Ansible, or AWX/YAML (advantageous but not required)
• Experience with Netsuite is a bonus (training provided)
• Strong communication and collaboration skills
• Proven problem-solving ability and attention to detail
• Ability to mentor and share knowledge with others
• Relevant tertiary qualification or equivalent experience in a similar technical support role

Why join us?

This is an exciting time join the Fingermark team. We are in a growth phase with customers and opportunities in multiple global markets. They are in the business of providing next generation connected experiences utilising an effective combination of hardware and software. They aim to make it easier for people to lead their busy lives.

Fingermark strives for an exceptional company culture, and we look for people who are rockstars at what they do, matching our passion for solving customer problems with digital solutions.

That's why we offer:

• Competitive salary with regular reviews
• On-call retainer and paid overtime
• Flexible working arrangements
• Annual training budget

At Fingermark, we own it, stay brave and are customer obsessed. We've always got your back, and we never forget to have a laugh. These values drive our success and make Fingermark an incredible place to grow.

Ready to make your mark?

If you're dynamic, caring, courageous, and ready to lead teams delivering world-class technology on a global scale, we'd love to hear from you. Apply online now with your CV and cover letter.