EverWell - Technical Support Specialist (Remote, NZ)

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com. About us. Timely and SalonBiz serve over 24,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. Together we make up EverWell, an EverCommerce vertical. We offer SaaS solutions to a variety of customer sizes and types within the beauty industry, and we’ve got big goals and are ready to achieve them. This is where you come in! 👋 As a Technical Support Specialist, you’ll play a key role in executing T2 technical tickets while also empowering our frontline Support Specialists to deliver swift and tailored solutions for technically complex issues faced by our customers. What you'll do. Investigate and troubleshoot complex customer issues using your product knowledge and technical expertise, delivering tailored solutions via email and phone. Act as a go-to escalation point for technically challenging queries, coaching peers to improve troubleshooting and documentation quality. Partner with Product, Sales, Success, and Community teams to share customer insights, trends, and feedback. Lead and contribute to global training initiatives that lift the technical capability of the wider support team. Collaborate with Technical Engineering on high-level (L3) tickets to deepen your understanding of how our product works behind the scenes. Support team operations during peak times or as needed to maintain excellent service delivery. What you'll bring. Strong background in technical customer support within SaaS (bonus if you have experience in beauty, bookings, payments or industry platforms). Experience investigating, diagnosing and resolving complex technical issues - ideally across data workflows, integrations, platform behaviours or system logic. The ability to coach and uplift others by sharing knowledge, reviewing escalations for quality, guiding peers towards stronger troubleshooting approaches, and creating/facilitating training that builds capability across the team. Outstanding written communication, with the ability to translate technical findings into clear, plain-language explanations customers and frontline teams can easily understand. Strong cross-functional collaboration skills, able to build trust quickly and partner with Product, Support Engineering and Customer Success to drive outcomes. A naturally curious mindset and investigative approach. You enjoy digging deeper, understanding how systems work, and finding root cause rather than surface-level fixes. Highly organised with strong prioritisation skills - able to manage a complex technical queue, stay focused under pressure, and move with urgency when needed. Resilience and self-assurance - you learn fast, iterate, and adapt when things change or become ambiguous. A continuous learning mindset - motivated to expand your technical capability, grow your product depth, and evolve into stronger technical leadership over time. Research shows that while men apply to jobs when they meet ~60% of criteria, women and those in underrepresented groups tend to only apply when they check every box. So if you think you have what it takes but don't meet every single bullet point above, please still get in touch. We'd love to have a chat and see if you could be a great fit. Why join us? At EverCommerce, we lead with inclusion and use our values to inform our decisions. We succeed together and celebrate the things that make us unique. We’re big believers in work-life balance and offer additional annual leave so you can fully switch off and relax throughout the year. We trust our team to work where they are the most productive. You’ll have the flexibility to work from home or the office. We have office space in Auckland, Wellington, and Dunedin and provide a high-spec home office set up. We set a high bar and support our team to innovate and focus on continuous growth. You’ll enjoy a professional development budget to fuel your growth, and an annual wellness allowance to fund the things that support your wellbeing. This role is full time, permanent and can be based anywhere in New Zealand. You must be legally entitled to work in New Zealand. Applications close when we find the right person! Let us know any considerations which would enable your experience in our recruitment process to be more inclusive, such as non-traditional application formats, closed captions during video interviews, or accommodations for learning differences. EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience! EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience! EverCommerce is bringing together best-of-breed commerce solutions in the service sector, forming one service commerce platform that improves go-to-market strategy for technology companies and simplifies the software-buying process for business owners. Our team has extensive expertise in business operations, management, legal, finance, accounting, technology human resources, marketing and sales that, via the EverCommerce platform, we provide as a service to drive continued growth and success for service commerce companies. Our ecosystem enables companies to thrive in an environment of shared knowledge and resources with significant cost saving.