Senior Technical Support Engineer

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Oversee the complete Zendesk platform, encompassing setup, administration, and advanced customization.

• Act as the main technical contact for clients via Zendesk, email, and phone communications.

• Manage support tickets from the initial contact through to resolution, ensuring adherence to Service Level Agreements (SLAs).

• Diagnose and confirm complex technical issues, escalating them to developers as needed and verifying solutions.

• Report, monitor, and follow up on software bugs and technical issues with development teams.

• Conduct basic Quality Assurance testing on new features and updates prior to their release.

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

• Facilitate client and internal onboarding and training sessions, both onsite and online.

• Develop structured learning content and certification-based training programs.

• Keep course materials and learning paths updated for GamaLearn / EduNext Academy.

• Serve as the internal product/platform authority for SwiftAssess, EduNext Academy, GamaLearn, and associated platforms.

• Oversee licensing, voucher distribution, and client entitlements for platform and exam access.

• Provide professional services as the technical lead on various projects.

• Gather client feedback and assist in enhancing products and services.

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

• Continuously enhance product knowledge and foster collaboration across departments.

⛳️ Requirements

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

• Demonstrated experience in administering and customizing Zendesk, including workflows, SLA management, automations, macros, escalations, roles/permissions, and API integrations.

• Strong technical troubleshooting abilities with the capacity to validate and escalate issues appropriately.

• Experience in conducting basic Quality Assurance testing and coordinating bug identification/resolution with developers.

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

• Experience in creating and maintaining technical documentation, user manuals, and internal knowledge bases, including HelpJuice or similar tools.

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

• Experience in managing licenses, vouchers, and client entitlements.

• Familiarity with collecting customer feedback and implementing continuous improvement practices.

• ITIL v4 or equivalent IT service management certification, or a willingness to obtain one.

• Ability to lead the technical aspects of project delivery and contribute across departments.

🏝️ Benefits

• Opportunity for remote work.

• Occasional availability required outside of regular hours, including weekends, during critical project phases.