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    Platform Support Engineer

    A support-side technical role, upgraded for the AI era. Think of the classic Level 3 specialist, the technical escalation layer who reads logs, debugs integrations, and translates between support and engineering. The difference: with AI, you can often build the fix yourself rather than hand it off.

    PlatformFull-timeNew Zealand · Remote
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    Why this role exists

    A growing number of clients run their entire subscription business on VidApp. That means we look after business-critical infrastructure - Stripe billing, email, live video - for hundreds of thousands of members. When something breaks it is not an inconvenience; it is a client's revenue, their member communications, or their live class.

    We are well past early demand and the platform is growing quickly. To keep supporting that at the standard our clients expect, we need to grow the platform team.

    AI has also changed what a support-side technical role can be. The gap between understanding a problem and building the solution has never been smaller. Traditionally this was the Level 3 specialist: the technical escalation layer who could read logs, debug integrations, and translate between support tickets and engineering, then hand anything real over. This is that role upgraded - instead of only diagnosing and filing, you can often build the fix or the small feature yourself.

    Your domain is the platform itself

    Rather than one client or one industry, you would go deep on the VidApp core platform:

    • Stripe and billing - checkout flows, webhook handling, and the logic behind subscription states and payment recovery
    • On-demand video - ingestion, encoding pipelines, and playback performance across devices
    • Live streaming - real-time broadcasts, scheduling logic, and replay or connectivity problems during live events
    • Email and CRM integrations - lifecycle tags, contact syncing, and deliverability across external platforms
    • The VidApp App Builder - how pages and collections are structured and pushed live
    • Engagement and notifications - community feeds, member commentary, and push notification reliability

    What you would own

    • Taking escalation load off engineering: investigate, reproduce, and often draft the fix, so engineers review rather than context-switch into every ticket
    • Shipping small fixes and integration work with review - client configuration, integration fixes, and small improvements built with AI tooling and approved by engineering before release
    • Becoming our internal expert on where Stripe, email, and video integrations actually bite clients
    • Working alongside our product people, who own client outcomes and the core roadmap, while you own the technical how
    • Being the reliable technical voice to clients when something has gone wrong

    What we are looking for

    • Technically curious and hands-on - already using AI tools like Claude to build or automate things without being asked to
    • A systematic debugger, comfortable in logs, webhooks, and API docs
    • A technical background: you can talk to engineers and explain engineering concepts to clients
    • Strong written communication - much of the job is explaining technical issues to clients and proposed fixes to engineers
    • SaaS experience
    • Startup spirit. This is a new role at VidApp and a fairly new role in the industry, so there is no ready-made playbook. We want someone that excites rather than daunts.

    Nice to have

    • AWS
    • React
    • Experience with subscription products and billing

    This might suit you if

    • You are in a support role with a technical bent and want to level up
    • You are a current or former L3 / technical support engineer at another SaaS company
    • You are a junior developer who is stronger on product sense and communication than raw coding

    Practicalities

    • Full-time, New Zealand based, remote friendly
    • Our clients are mostly on US time zones, so some flexibility around early calls helps
    • Newly created role in a small team - you will help shape what it becomes

    About VidApp

    VidApp builds and runs fully branded subscription apps for fitness and wellness creators - iOS, Android, web, and TV. We work with leading fitness influencers and studios around the world: established businesses with real audiences, whose app is how their members train every day. We do not hand over a template and wish them luck; our team designs, builds, and looks after each app on an ongoing basis.

    We are a small, senior, New Zealand based team, and we are growing. The work is broad and you get to own things properly. It is fast-paced and genuinely demanding - our clients' businesses run on what we build - and it is also good fun. You will use AI tooling every day too; we have built a lot of our own, and it is a real part of how we work rather than a talking point.

    The part we are proudest of is that clients like working with us and stay for years. Keeping that true as we grow is the reason we are hiring.

    Apply for this role

    Fill in the form below. A CV is welcome but not required - a few honest paragraphs about why this role interests you tells us more.

    Applying for Platform Support Engineer. Please confirm the role is selected in the form before submitting.

    Questions first? Email careers@vidapp.com.

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