Customer Support Associate - Technical 2nd Line

The ZDHC Foundation develops and implements the Roadmap to Zero Programme with a focus on reducing the chemical footprint of the Fashion Industry. We are the leading sustainability organisation driving sustainable chemistry, innovations and best practices in textile, apparel, leather and footwear manufacturing to protect consumers, workers and the environment. Through collaborative engagement,  alignment and large-scale implementation, we take a holistic approach to sustainable chemical management and enable tangible progress in the wider industry through the delivery of guidelines, platforms and solutions, including capacity-building and innovation projects. For more information about ZDHC, see www.roadmaptozero.com and follow us on LinkedIn.

The ZDHC Vision is a World in which better chemistry leads to the protection of life, land, air and water. The ZDHC Mission is to lead our global value chain to achieve the highest standard for sustainable chemical management, driving resource efficiency and circularity.

The Customer Support Associate – Technical 2nd Line provides specialised technical support within the Customer Support Team, acting as the link between first-line Customer Support and the Platform Development Team.

The role investigates and resolves technical issues escalated by first-line support or other internal teams, ensuring that issues are accurately analysed, documented, prioritised and followed through to resolution. Working closely with the Platform Product Owner and Development Team, the role supports effective bug management, platform testing and the successful release of new functionalities and enhancements.

Through hands-on investigation, structured testing and close collaboration across teams, the role contributes to a reliable, user-friendly platform and a high-quality customer experience. The role is intended for candidates who combine strong customer-support capabilities with a genuine software development mindset. 

• Provide second-line technical support for platform-related questions and issues escalated by first-line Customer Support and other internal teams.

• Investigate reported technical issues to understand and reproduce problems, distinguish between user-related issues and potential platform bugs, and identify possible root causes.

• Resolve technical support cases independently where possible and escalate issues requiring development support to the appropriate team.

• Identify recurring technical issues and patterns and proactively flag opportunities to improve platform functionality, user experience or support processes.

• Apply a strong technical understanding of modern web-based applications, including APIs, databases, authentication flows, application architecture and common integration patterns.

• Use practical development skills and experience with at least one modern programming language or web development framework to support technical troubleshooting and root-cause analysis, including reading and understanding source code.

• Investigate complex technical issues using browser developer tools, application logs, API requests and responses, database queries and other relevant debugging tools.

• Work closely with the Platform Product Owner and Development Team to clarify technical issues and support effective prioritisation and resolution.

• Create clear and complete technical tickets, including issue descriptions, reproduction steps, expected versus actual behaviour, supporting evidence and relevant user information.

• Track technical issues and bugs through to resolution and ensure relevant stakeholders are kept informed of progress and outcomes.

• Support the testing of new platform functionalities, features, enhancements and bug fixes before and after release.

• Conduct structured functional and regression testing and clearly document testing results, issues and observations.

• Verify resolved bugs and fixes before tickets are closed and confirm that the expected functionality is working correctly.

• Translate technical findings into clear and understandable information for first-line Customer Support and other non-technical colleagues.

• Support the development and maintenance of internal troubleshooting guidance, technical support documentation and relevant Knowledge Base content.

• Collaborate closely with Customer Support, Platform Development and other relevant teams to ensure an effective flow of information between users and technical teams.

• Relevant education or equivalent professional experience in customer support, technical support, IT, digital platforms or a related field.

• Previous experience in customer support, technical support, application support, software testing or a comparable role.

• Experience working with web-based platforms, software applications or digital products.

• Experience investigating and troubleshooting technical issues and translating findings into clear, actionable tickets.

• Experience with ticketing, issue-tracking or development tools; experience with tools such as Jira, Linear, Confluence, Notion, Asana or similar is an advantage.

• Experience with functional software testing, bug reproduction and/or regression testing is an advantage.

• Strong digital literacy and the ability to quickly understand new systems, functionalities and technical processes.

• Ability to communicate effectively with both technical and non-technical colleagues and translate between customer/user issues and technical requirements.

• Strong written and verbal English communication skills.

• Experience working in an international and cross-functional environment is an advantage.

• Accountability — Take responsibility for actions and results, stay accountable for successes and failures, and ensure commitments and standards are met.

• Attention to Detail — Produce and review work carefully for accuracy, completeness, and consistency to ensure high standards.

• Communication — Share information, ideas, and expectations clearly and persuasively, and adapt style and content to the audience for understanding and impact.

• Customer Orientation — Understand, anticipate, and meet customer needs through empathy, effective communication, and responsiveness aligned with customer priorities.

• Problem-Solving — Anticipate and define problems, analyse root causes, evaluate alternatives, and implement practical, timely actions to resolve issues effectively.

• Software-Specific Competencies — Learn and apply relevant software and digital tools effectively to support processes, data management, and decision-making.

• Teamwork — Work cooperatively with others, communicate openly, support colleagues, manage conflict constructively, and focus on shared goals for collective results.