Technical Support Analyst

Join the Global Pioneer of Predictive Demand Intelligence

At PredictHQ, we’re redefining how businesses forecast demand by eliminating blind spots caused by unforeseen, event-driven disruptions. As the leader in predictive demand intelligence, our AI-powered platform helps companies master predictability - empowering them to optimise inventory, staffing, pricing, and marketing by understanding not just what events are happening, but why they matter.

From concerts and sports games to unexpected weather events and airport disruptions, we track and forecast the impact of millions of real-world events across the world. Our platform leverages cutting-edge machine learning to create high-quality, forecast-grade data to deliver actionable insights via powerful APIs and an intuitive web app. The result? Businesses can anticipate demand spikes and dips with unmatched accuracy and agility.

Our dynamic models adapt to changing conditions in real time, allowing customers to make smarter, faster decisions. That’s why industry giants like Domino’s, Uber, Expedia, and IHG rely on PredictHQ to stay ahead of demand and turn unpredictability into opportunity.

Founded in 2016 and backed by Lightspeed Venture Partners, Sutter Hill Ventures, and Aspect Ventures, PredictHQ has offices in Auckland and San Francisco.

Job Purpose 🎯

As a Technical Support Analyst, your core mission is to provide expert technical assistance to our customers, ensuring they not only resolve issues but truly succeed with our data and products.

In this role, you’ll be the first line of support, confidently diagnosing and resolving customer-related technical issues while managing and prioritising multiple support queries efficiently. With your sharp problem-solving skills, deep technical curiosity, and understanding of data quality principles, you’ll deliver timely solutions that enhance the customer experience and improve our product in real-time.

You’ll work closely with cross-functional teams across Product, Engineering, and Customer Success to escalate, communicate, and collaborate. Your proactive mindset will be key as you help build a robust technical knowledge base, monitor support channels, and surface insights from customer interactions to influence continuous improvement.

Requirements

Key Responsibilities 🔑

• Act as the first responder for customer-related technical issues - triaging, resolving, and closing tickets with urgency and care.
• Manage and prioritise tickets raised by customers and Customer Success (CS) team members.
• Handle and resolve Intercom requests from our technical documentation webpages.
• Monitor and manage issues raised in our internal support channels relating to customers and from customers.
• Collaborate with Product and Sustained Engineering teams to escalate, prioritise, and track customer-facing issues.
• Proactively identify and flag unexpected customer behaviour or unusual patterns in product or data usage.
• Maintain clear, concise documentation of support interactions and technical resolutions.
• Follow up with customers to confirm their issues are fully resolved and they're satisfied with the outcome.
• Continuously expand your technical product knowledge and stay across updates to better support customer success.

Skills, Knowledge and Competencies ⭐️

• 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 prioritising multiple support tickets and tasks in a fast-paced environment.
• Quick to learn new tools, adapt to new technologies and updates related to the product and our data.
• Solid understanding of data quality principles and their role in delivering a great customer experience.
  

Nice to have ⚡️

• Experience or familiarity with Salesforce

General 💼

• Applicants for this position must have New Zealand residency or a valid New Zealand work visa.
• Ensure that all activities are conducted in accordance with internal policies and procedures, applicable legislation, rules and standards, including relevant Acts, Advertising Standards Authority rules and regulations, and industry body requirements.
• Based in Auckland, this role follows our hybrid approach - combining the flexibility of working from home with one to two days a week in the office to foster team connection and collaboration. 

Benefits

PredictHQ Benefits 🤝

• Health Insurance

• Paid Birthday Leave and Paid Family and Friends Day Leave
• Strong focus on your training and development
• 10 weeks of fully paid parental leave
• Flexible work arrangements
• A hybrid work environment centred 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

Our Values 💛

PredictHQ is about teamwork to achieve huge things. We are building innovative and complex products, so our empathetic, hard-working culture is key to our success. We are proactive in helping our teammates grow and thrive in their careers, as well as making sure everyone can put their family and friends first.