About Kindo
Kindo is a New Zealand SaaS platform connecting 400,000 families with 800 schools nationwide, simplifying everyday school administration at real scale. The company is growing and transitioning to a squad-based engineering model, making this a pivotal moment in its technical evolution. The team is mission-driven, collaborative, and actively investing in AI-assisted operations.
About the Role
This is a technical escalation role sitting between Kindo's Helpdesk and product/engineering teams. You'll triage and diagnose complex issues, replicate bugs with rigour, and write clean Jira tickets that developers can act on without back-and-forth. As Kindo shifts to five product-aligned squads, you'll be the connective tissue ensuring nothing important falls through, while helping shape the automation and AI processes that will define how this function operates going forward.
Skills & Experience - Experience in a technical support, 2nd-tier support, product operations, or systems analyst role within a SaaS environment
- Demonstrated ability to diagnose complex system issues with structure and clarity
- Strong written communication, translating technical observations into unambiguous, actionable tickets
- Comfort with command-line tools and light database querying (SQL-style read access)
- Proven track record managing competing priorities without dropping high-severity work
- Active day-to-day use of AI and LLM-based tools
- Familiarity with Jira, Zoho Desk, or Notion is a bonus; background in QA, low-code automation, or EdTech is advantageous
Why Work at Kindo? - Reports directly to the COO with a dotted line to the CTO
- Part of an active AI task force working at the frontier of AI-assisted support operations
- Clear growth path into operations leadership or systems design
- Genuine social impact serving hundreds of thousands of New Zealand families
- Join at an inflection point as Kindo moves to squad-based engineering
- Collaborative, low-ego culture with close working relationships across Helpdesk, product, and engineering
- New Zealand-based role with flexible working arrangements
Closing Statement
If you're someone who defines what matters rather than just processes the queue, and you want to work at the intersection of technical support, product operations, and AI-driven automation, this is the role for you. Apply now or reach out to dan@talent.army for a confidential conversation.
