About Image Analyzer Image Analyzer works to create a safer digital world through advanced AI-based visual threat intelligence. Our technology detects and prevents the spread of harmful visual material, protecting individuals, organisations, and society. We supply our technology to OEM software partners, who embed it inside the products they sell to their own customers across cybersecurity, digital forensics, web and email safety, and academic safeguarding.
About the role This is a brand new third-level technical support role: the escalation point where the hard problems land. You'll work at the cutting edge of AI-powered detection technology, across our Chrome extension, SDK, container and appliance products. Because customers embed and run our technology in their own products and infrastructure, you'll be reasoning about their environment from logs, configs and a conversation, working out whether it's an integration issue, a deployment problem, or a genuine defect in our product.
You'll be the technical face of the company to our global enterprise customers providing the white-glove, high-touch problem-solving and excellent service we’re known for. You'll have real autonomy and plenty of scope to use your initiative, spot what needs doing, and own it. You’ll spend most of your time on support and customer-facing work, working closely with our local developers and wider team. You’ll also roll up your sleeves and contribute where the team needs it, primarily in QA, documentation and process improvement.
You'll join a small, collaborative team where your contribution is visible, your ideas are taken seriously, and who are all passionate about our mission and technology.
This is a full-time (40 hours per week) permanent role. You’ll mostly be based in our open plan office at Haining Street, Wellington, with some flexibility to work from home.
The salary band for this role is $110,000 to $135,000 commensurate with skills and experience.
Day to day you'll: - Own escalated technical issues end to end, from first report through root cause to resolution
- Reproduce customer issues across environments in AWS, Docker, Chromebooks, and laptops, and build repro cases engineering can act on
- Read logs, stack traces and configs to isolate faults in environments you don't control
- Be the trusted technical contact for customers, through integration, upgrades and steady-state operation
- Turn every well-solved case into documentation the next customer can self-serve
- Improve and automate technical support processes, tools and procedures, making them better and giving customers a higher-quality service.
- Administer customer licences and entitlements, keeping records genuinely accurate, complete and correctly attributed
- Assist with QA and release verification, particularly testing real-world customer deployment scenarios and edge cases identified through technical support
- Spot patterns and bring them upstream, turning recurring issues into fixes, not more tickets
About You You're technically broad, genuinely curious, and energised by ownership and hard problems. You’ll be as comfortable on the command line as you are talking through a complex problem with a senior customer contact. You also bring:
- At least five years’ experience in technical support or support engineering, ideally with B2B or enterprise software products
- Comfortable on Linux and Windows command lines, able to work through installs, logs, permissions, networking and dependency issues
- Experience supporting software deployed in customer environments, including self-hosted, containerised, appliance and other non-SaaS environments.
- Technical enough to trace and describe a problem precisely to engineers
- Familiarity with containers and container-based deployment (eg Docker and AWS)
- Some exposure to QA or testing processes
- Strong written communication: you can explain hard technical things clearly to people under pressure
- Comfortable using AI tools daily as part of how you work
- Flexible to pick up the occasional out of hours incident
- Experience supporting an API or SDK integrated by other developers, and/or browser extension development or troubleshooting experience is an advantage, but not essential
If you don’t have all of the skills and experience above, but have the curiosity, aptitude and instincts to succeed, then please apply. As a small team, the right fit of personality and qualities is just as important to us as the skills and background you bring. What We Offer - A high-ownership role, where your ideas are valued
- Direct access to senior leadership and proximity to real commercial decisions
- A mission you can get behind - content safety and digital protection that helps real people across the globe
- A small, social team who’ll support and encourage you to grow
- A modern tech stack with AI subscriptions, choice of Mac or PC and your preference of screen configuration
- Weekly team lunches and a car park will be made available if required
What next? If you’re excited by this opportunity, click the apply button today. We will review and progress applications as they are received, so we can move swiftly to shortlisting after applications close.
Please send us your CV, along with a short cover letter explaining why you’d be the right person for our team.
We’ve partnered with Kin for this fantastic opportunity, so reach out to
[email protected] with any questions you may have.
Applications close 9 September 2026