At LIC we are proud of our contribution to the New Zealand dairy sector. Our vision is to improve the prosperity and productivity of New Zealand farmers; and we want great people to join us on our journey.
LIC have been providing innovative farming solutions for over 100 years, and today, we're proudly NZ's leading agri-tech and dairy herd improvement cooperative. We are a part of a wider NZ Inc. and play a key role in driving economic growth in NZ. We achieve this through our world-renowned genetics and technology products, which create more sustainable and profitable farms.
About the Role:
We are seeking a motivated and technically capable Software Support Team Lead to lead a newly formed cross-functional team that may include support analysts, software engineers, and DevOps that support our core Farm Software products.
In addition to leading the core support function, you will take ownership of supporting low-maintenance products that no longer have dedicated teams, ensuring these systems remain stable and issues are resolved effectively.
This role combines leadership, coordination, and hands-on technical problem-solving to ensure our software systems are reliable, support requests are handled efficiently, and customer experience is continuously improved.
You will work closely with engineering, product, and customer-facing teams, championing a ‘shift left’ approach. You will also play a key role in implementing and evolving the support model to improve support quality, speed, and scalability.
Responsibilities:
- Lead and mentor software support team, providing guidance, coaching, and performance feedback.
- Own and evolve support processes, tooling, documentation, and the support model for our core and low-maintenance products.
- Foster a culture of continuous improvement, accountability, and knowledge sharing.
- Drive a shift left approach to improve early issue detection.
- Track support metrics and identify opportunities for improvement.
- Drive root cause analysis and ensure permanent fixes are implemented for recurring issues.
- Participate in or lead incident response, postmortems, and process improvement efforts.
What are we looking for:
The successful candidate will be a team player and will be motivated to continuously develop themselves and others.
- Proven experience in a technical support, SRE, or engineering leadership role.
- Strong problem-solving skills and a solid understanding of software systems
- Excellent communication and stakeholder management skills.
- Ability to lead through influence and resolve cross-team issues effectively.
- Experience managing SLAs and delivering a high-quality support experience.
Why Join Us?
Our Newstead office is located 10 mins from Hamilton in a semi-rural location and is located in a park-like setting, with tennis court, pool, and onsite café and bar.
In addition to a competitive salary, you'll receive some great benefits including:
- Extra leave days
- Flexible working options
- Discounted health, life, income and disability insurances
- Access to our employee shares scheme
- Wellbeing discounts
- Free onsite parking
- Free EV charging stations
- Flexible working - split your time working remotely and from our office, making this a great role for someone living commutable distance from our Hamilton office. For the right candidate the role can be fully remote.
The role provides the opportunity to join a progressive and forward-thinking organisation, at the cutting edge of agri-tech, where you'll play a role in driving the future of dairy in NZ
