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GamaLearn

Senior Technical Support Engineer

GamaLearn

. Manage the entire Zendesk platform, including setup, administration and advanced customization .

Posted 9/24/2026full-timeRemote • United Arab EmiratesSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing and customizing the Zendesk platform, including advanced troubleshooting and technical support. Capable of leading training sessions and creating structured learning content while maintaining comprehensive technical documentation.

Highest-signal resume keywords
Zendesk AdministrationTechnical TroubleshootingQA TestingTechnical Documentation CreationITIL v4 Certification

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Zendesk CustomizationSLA ManagementAPI IntegrationsBug ReportingWorkflow AutomationClient Entitlement ManagementTechnical SupportTraining DevelopmentFeedback CollectionContinuous Improvement
Soft Skills
Excellent Communication SkillsClient InteractionTeam CollaborationLeadership
Tools & Technologies
HelpJuiceGamaLearnEduNext AcademySwiftAssess
Certifications & Qualifications
ITIL v4 Certification
Industry Keywords
Technical SupportPlatform AdministrationOnboardingTraining WorkshopsKnowledge Base Management

Tech Stack

Tools & technologies
ITSM

About the role

Key responsibilities & impact
  • 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

Requirements

What you’ll need
  • 2–4 years relevant experience in technical support, platform administration or similar roles
  • Proven experience administering and customizing Zendesk, including workflows, SLA management, automations, macros, escalations, roles/permissions and 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
  • Experience creating and maintaining technical documentation, user manuals and internal knowledge bases, including 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
  • Ability to lead technical aspects of project delivery and contribute cross-departmentally

Benefits

Comp & perks
  • Remote work
  • Occasional availability outside regular hours, including weekends, during critical project phases