We're looking for a Senior IT Support Engineer to join the Plexure team! You'll become part of a global, growing SaaS company at an exciting point in our growth journey. Based in Auckland CBD, you'll enjoy WFH days + lots of lovely benefits (more on those below).

Who are we?

• Plexure redefines the customer experience and drives results through personalized mobile marketing and next-generation loyalty programs for household names such as McDonald's.
• Our industry-leading customer engagement platform has over 300 million users in 65 countries around the globe.

What will you do?
As a senior member of our IT team, you’ll be responsible for both operational support and driving
improvements across our IT environment, with a strong focus on uplifting capability and maturity. 

You will:

• Maintain and optimise IT systems, infrastructure, and cloud environments to ensure reliability, performance, and a high-quality user experience.
• Engage with stakeholders across the business to gather requirements, drive adoption of IT initiatives, and implement targeted solutions, clearly articulating trade-offs and influencing decision-making along the way.
• Collaborate closely with our SRE and Platform Engineering teams to align on infrastructure, tooling, and reliability, ensuring IT operations integrate smoothly with broader engineering practices.
• Lead initiatives that improve security, reduce manual effort (TOIL), increase visibility, and shift IT from a reactive support function to a proactive, insight-driven partner.
• Partner with external vendors and service providers to ensure reliable delivery of IT services.
  
• Tools & environment: Microsoft 365, Atlassian, Netskope, Avanan, and PowerShell.
  

Key areas of focus include: 

• End-user
  support & IT operations
  • Resolve support tickets and service requests across hardware, networks, software, and cloud environments 
  • Act as a key escalation point for complex issues
  • Monitor system health, performance, and user experience, identifying trends and opportunities for improvement

• Incident
  & service management
  • Own incidents end-to-end (triage → resolution → post-mortem)
  • 
    Apply ITSM best practices across prioritisation, escalation, and change
    
    
• Security
  & access management
  • Implement and manage identity and access controls 
  • 
    Strengthen security through least privilege, conditional access, and governance
    
    
• Automation
  & continuous improvement
  • Automate repeatable tasks using PowerShell to reduce TOIL and improve operational efficiency
  • Explore new tools, including AI, to enhance IT capabilities
    
    

What are we looking for?

• Experience in a senior IT support role, with the ability to own and resolve complex issues end-to-end
• Strong understanding of ITSM and incident management
• Solid technical capability across cloud environments (Azure or AWS), identity and access management, networking, and modern IT tooling
• A track record of partnering closely with engineering teams to drive continuous improvement
• Hands-on experience with automation (PowerShell would be a plus) and a mindset for reducing manual effort
• Strong stakeholder engagement skills, with the ability to influence decisions and work effectively with both technical and non-technical teams

What's in it for you? 

• Paid wellness days! You'll get 4 each year + a paid day off in the month of your birthday.
  
• Ongoing career development and support- Receive ongoing coaching from your manager and a $2,000 yearly training budget to use towards upskilling yourself!
• Work from home allowance - we'll give you a one off payment of $1,000 to help you get set up at home. Plus, you'll have access to staff discounts at PB Tech to help your dollars go further.
• Fully paid health insurance for yourself and discounts for family members (Southern Cross - Wellbeing 2).
• We've got you covered with life insurance and illness or injury income protection too.
• Hospitality benefits - grab a free lunch or dinner in one of Sky City's restaurants (twice a year!) + you'll have a monthly credit at TANK.
• Summer hours! If there's nothing pressing left to do on a Friday arvo, finish up at 1:00pm (December - February).
• Free Udemy subscription– choose from more than 200,000 available courses online!
• Mental wellbeing support for you and your family such as EAP services through Workplace Options.
• We arrange a company-wide volunteering day once a year (paid of course). 
• Subsidized parking in the garage of our office building.
• A brand new office and an active social club that organizes events each month.

Why do our employees love working for Plexure:

• "I collaborate with a lot of teams across the business and have gained a lot of exposure to different areas."
  
• "We use state of the art cutting edge technology. It is great to work with different technologies."
• "You get appreciation for the work you do. I receive recognition from my leadership, peers and clients. I feel valued."
  
• "We are a very diverse team - we have people from all over the world! We work hard but also like to have fun."