Senior Technical Support Engineer

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.