Senior Technical Support Engineer

Responsibilities

• Manage the entire Zendesk platform including setup, administration, and advanced customization
• Serve as the primary technical point of contact for clients via Zendesk, email, and phone
• Troubleshoot and validate advanced technical issues and escalate to developers
• Report, track, and follow up on software bugs with development teams
• Perform basic QA testing on new features/updates
• Maintain and enhance technical documentation and the Help Center
• Lead onboarding and training sessions for clients and internal staff
• Manage licensing, voucher allocation, and client entitlements
• Deliver professional services as the technical lead on projects
• Collect client feedback to drive product improvements
• Support recruitment by coordinating technical assessments and onboarding

Requirements

• 2–4 years relevant experience in technical support or platform administration
• Proven experience administering and customizing Zendesk
• Strong technical troubleshooting skills
• Experience performing basic QA testing and coordinating bug reporting
• Excellent verbal and written communication skills
• Experience creating and maintaining technical documentation
• Ability to lead onboarding sessions and training workshops
• Experience managing licenses and client entitlements
• ITIL v4 or equivalent IT service management certification

Preferred Qualifications

• Experience with educational/edtech platforms
• Experience building custom API integrations and working with no-code/automation platforms
• Prior experience running certification-based training programs
• CompTIA A+ or other technical certifications
• Background in software development processes and close collaboration with engineering teams