GamaLearn

Support Engineer

• Manage the entire Zendesk platform, including setup, administration and advanced customization
• Serve as the primary technical point of contact for clients across Zendesk, email and phone
• Own support tickets from initial contact through resolution and ensure SLA adherence
• Troubleshoot and validate advanced technical issues, escalating to developers when necessary and verifying fixes
• Report, track and follow up on software bugs and technical glitches with development teams
• Perform basic QA testing on new features and updates before release
• Maintain technical documentation, product manuals, release notes and the Help Center/knowledge base
• Lead client and internal onboarding and training sessions, including onsite and online sessions
• Create structured learning content and certification-based training courses
• 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
• Collect client feedback and contribute to product and service improvements
• Support recruitment by coordinating technical assessments, onboarding and training for new hires
• Maintain continuous product knowledge and improve inter-department collaboration

Senior Technical Support Engineer