Support Specialist - Platform

Role overview

Vista is hiring a Platform Support Specialist to deliver around-the-clock technical support and incident handling for its cloud, SaaS, and managed service customers across the globe. The role combines proactive monitoring, troubleshooting, platform support, and service improvement in a collaborative, fast-moving environment.

What you'll do

• Use monitoring technology to spot issues early and help resolve incidents before they escalate.
• Own and work through incidents raised for cloud, SaaS, and managed services.
• Partner with Vista teams around the world to investigate and close technical issues.
• Read program code to help diagnose and solve problems.
• Use SQL Server and SQL queries as part of troubleshooting and analysis.
• Work with Azure and related monitoring tools to support incident resolution.
• Review and interpret error logs to identify root causes.
• Log complete and accurate notes for every support interaction in Vista's issue tracking system.
• Provide urgent after-hours support on a rotating mobile-phone roster.
• Be available for domestic and international travel when needed.
• Build deep knowledge of the platform and product, acting as a subject matter expert for service areas.
• Handle escalations and perform support, configuration, or access changes that are not available through the user interface or standard tooling.
• Develop skill in platform monitoring tools and help improve alerting and monitoring maturity.
• Carry out technical configuration to support customer requests or project-related work.
• Contribute to support guides, playbooks, and other documentation.
• Mentor and help train new team members by setting a strong example.

Requirements

• At least 2 years of experience in an IT support or services role.
• Experience with Azure, SaaS, VMS, and cloud environments is preferred.
• AZ-900 and AZ-104 certifications are preferred.
• Strong working knowledge of SQL Server and networking.
• An undergraduate degree in IT is preferred.
• Willingness to work weekends is required.
• Ability to collaborate well in a team and contribute constructively.
• Clear, honest, and effective communication style.
• Mindset focused on continuous improvement and challenging the status quo.
• Comfort with taking action, prioritising important work, and making smart decisions.
• Interest in the cinema industry and understanding the broader business context.

Benefits

• Support for ongoing technical learning and skill development.
• Opportunity to share knowledge in an open, dynamic culture.
• Hybrid working model with regular weekly attendance in the Auckland office.
• Medical insurance and life insurance.
• Volunteer day, enhanced paid parental leave, and wellness benefits.
• Strong focus on mentoring and career development.
• Fun team activities, including the Vista Innovation Cup.

About Vista

Vista is a global software company serving the cinema industry. Founded in Auckland more than 25 years ago, it now supports cinemas, film distributors, and moviegoers worldwide. The company operates from its Auckland headquarters and has offices and subsidiaries in Sydney, Los Angeles, London, Amsterdam, Cape Town, Shanghai, Mexico City, and Kuala Lumpur. Vista describes its workplace as modern, agile, collaborative, and innovative, with a strong reputation as a top Kiwi tech employer.

Additional information

This role requires weekend work. The company also states its commitment to inclusion, diversity, and equal opportunity for all staff and applicants, regardless of gender, age, race, ethnicity, marital status, disability, sex, sexual orientation, religious belief, ethical belief, or political opinion.