资深技术支持工程师
Senior Technical Support Engineer
负责整个Zendesk平台的管理：搭建、运维和高级定制（工作流、SLA、自动化、宏、角色/权限、升级流程、API集成）。作为客户在Zendesk、邮件和电话渠道的主要技术联系人；从初次接触到问题解决全程负责工单，确保遵守SLA。排查并验证高级技术问题；必要时升级给开发人员，并在与客户沟通前验证修复结果。向开发团队报告、跟踪并跟进软件缺陷和技术故障。在新功能/更新发布前进行基本的QA测试。维护和优化技术文档、产品手册、版本说明和帮助中心/知识库（HelpJuice）。为客户提供和内部员工组织入职和培训（现场和在线）；创建结构化学习内容和基于认证的培训课程。为GamaLearn / EduNext Academy贡献并维护课程内容和学习路径。作为SwiftAssess、EduNext Academy、GamaLearn及相关平台的内部产品/平台专家。管理平台和考试访问的许可、优惠券分配和客户授权。作为项目的技术负责人提供专业服务，确保集成和技术方面无缝衔接。收集客户反馈（调查、渠道洞察），并将输入用于产品和服务改进。通过协调技术评估、入职和培训支持招聘工作。保持持续的产品知识，提升跨部门协作，并在关键项目阶段偶尔在正常工作时间外（包括周末）工作。
要求
2–4年相关技术支持、平台管理或类似职位的经验。有 administering 和 customizing Zendesk 的实际经验（工作流、SLA管理、自动化、宏、升级流程、角色/权限、API集成）。具备强大的技术排查能力，能够适当验证和升级问题。有进行基本QA测试和与开发人员协调缺陷报告/解决的经验。出色的口头和书面沟通能力，能够在整个支持生命周期中清晰地与客户互动。有创建和维护技术文档、用户手册和内部知识库（HelpJuice 或类似工具）的实际经验。能够领导入职培训课程
查看英文原文
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.Originally posted on Himalayas