Senior Technical Support Engineer

This is a remote position.

• Manage the entire Zendesk platform: setup, administration and advanced customization (workflows, SLAs, automations, macros, roles/permissions, escalations, API integrations).

• Serve as the primary technical point of contact for clients across Zendesk, email and phone; own tickets from initial contact through resolution and ensure SLA adherence.

• Troubleshoot and validate advanced technical issues; escalate to developers when necessary and verify fixes before client communication.

• Report, track and follow up on software bugs and technical glitches with development teams.

• Perform basic QA testing on new features/updates prior to release.

• Maintain and enhance technical documentation, product manuals, release notes and the Help Center/knowledge base (HelpJuice).

• Lead onboarding and training sessions (onsite and online) for clients and internal staff; create structured learning content and certification-based training courses.

• Contribute to and maintain course content and learning paths for GamaLearn / EduNext Academy.

• Act as the internal product/platform expert for SwiftAssess, EduNext Academy, GamaLearn and related platforms.

• Manage licensing, voucher allocation and client entitlements for platform and exam access.

• Deliver professional services as the technical lead on projects, ensuring integrations and technical aspects are handled seamlessly.

• Collect client feedback (surveys, channel insights) and feed input into product and service improvements.

• Support recruitment by coordinating technical assessments, onboarding and training for new hires.

• Maintain continuous product knowledge, improve inter-department collaboration and be available occasionally outside regular hours (including weekends) during critical project phases.

Requirements

• 2–4 years relevant experience in technical support, platform administration or similar roles.

• Proven experience administering and customizing Zendesk (workflows, SLA management, automations, macros, escalations, roles/permissions, API integrations).

• Strong technical troubleshooting skills with the ability to validate and escalate issues appropriately.

• Experience performing basic QA testing and coordinating bug reporting/resolution with developers.

• Excellent verbal and written communication skills for clear client interaction throughout the support lifecycle.

• Demonstrated experience creating and maintaining technical documentation, user manuals and internal knowledge bases (HelpJuice or similar).

• Ability to lead onboarding sessions, training workshops and certification-based courses for clients and internal teams.

• Experience managing licenses, vouchers and client entitlements.

• Familiarity with customer feedback collection and continuous improvement practices.

• ITIL v4 or equivalent IT service management certification (or willingness to obtain).

• Demonstrated ability to lead technical aspects of project delivery and contribute cross-departmentally.

Nice

• Experience with educational/edtech platforms such as SwiftAssess, EduNext Academy or GamaLearn.

• Experience building custom API integrations and working with no-code/automation platforms (Power Apps, Power Automate).

• Prior experience running certification-based training programs.

• CompTIA A+ or other technical certifications.

• Familiarity with other customer support tools beyond Zendesk.

• Background in software development processes and close collaboration with engineering teams.

• Prior experience in professional services delivery or technical project leadership.