Application Support engineer

About Us

At Valentia Technologies, we have been delivering healthcare technology solutions since 2004. We design and develop digital platforms that help healthcare organisations improve service delivery, interoperability, access to information, and patient care.

Our solutions are used across a wide range of healthcare settings, including general practice, urgent and emergency care, community care, homecare, supported living, telehealth, social services, and allied health.

In New Zealand, one of our key products is indici, a modern cloud-based Practice Management System supporting healthcare providers with their day-to-day clinical and administrative workflows.

About the Role

Our indici team is growing, and we are looking for another motivated and customer-focused Application Support Engineer to join our team.

This is an opportunity to work directly with healthcare practices across New Zealand, helping them get the best from indici and making a real difference to the people delivering frontline healthcare.

This is a full-time, permanent role covering application support, troubleshooting, implementation, training, and ongoing customer support. Support is provided remotely as well as onsite, with work-from-home flexibility when you are not required at a client location.

What You’ll Be Doing

• Provide application support to indici users via phone, email, and service management platforms such as Freshdesk and Jira
• Investigate, troubleshoot, resolve, and appropriately escalate customer issues
• Support healthcare practices with clinical and administrative workflows within indici
• Deliver product training both remotely and onsite
• Assist with onboarding and implementation activities for new practices
• Travel to client sites across New Zealand when required
• Work closely with our software development, engineering, implementation, and support teams
• Identify recurring issues and provide feedback to help improve the product and customer experience
• Maintain clear and professional communication with customers throughout the support process

About You

We are looking for someone who enjoys solving problems and helping people.

You will be comfortable speaking with a wide range of users, from reception and administration teams through to practice managers and healthcare professionals. You will be organised, patient, confident on the phone, and able to remain calm when customers are under pressure.

You do not necessarily need previous healthcare software experience, but you should have a genuine interest in technology, customer support, and learning complex applications.

Skills and Experience

Ideally, you will have:

• Experience in application support, service desk, help desk, or technical customer support
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Confidence communicating with non-technical users
• Ability to manage multiple priorities in a busy support environment
• Ability to work independently while also collaborating effectively with a wider team
• Experience using ticketing or service management systems
• Willingness to learn healthcare workflows and the indici platform
• Flexibility to travel across New Zealand when required
• A full, clean New Zealand driver's licence
• The legal right to live and work in New Zealand
• Ability to successfully complete pre-employment screening and reference checks

Experience with healthcare systems, Practice Management Systems, SQL, application troubleshooting, software implementations, training, or Jira/Freshdesk would be an advantage but is not essential.

What We Offer

• Work-from-home flexibility when not providing onsite support
• Comprehensive training on the indici platform
• Exposure to healthcare technology and real-world clinical workflows
• Opportunities for professional development and career progression
• The opportunity to work closely with product and engineering teams
• A supportive and collaborative team environment
• The opportunity to make a meaningful difference to healthcare providers across New Zealand

Why Join Valentia?

The indici team is continuing to grow, and this is a great opportunity to join us at an exciting stage of that growth.

You will be working with a product that healthcare professionals rely on every day and will have the opportunity to directly influence the quality of support we provide to our customers.

Valentia Technologies is an equal opportunity employer. We welcome applications from people of all backgrounds and assess candidates based on their skills, experience, and suitability for the role.

If you enjoy technology, solving problems, working with people, and want to make a difference in healthcare, we would love to hear from you.