Senior Technical Support Engineer

🔥 16 hours ago

🇦🇪 United Arab Emirates (UAE) – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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GamaLearn

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1989

📚 Education

☁️ SaaS

Education • Corporate • SaaS

GamaLearn is a pioneering company founded in 1989 that specializes in providing innovative educational solutions across various sectors including K-12, higher education, and corporate training. With a comprehensive portfolio of services such as assessment solutions, curriculum development, and content transformation, GamaLearn empowers students, educators, and organizations through modern educational technologies and strategic partnerships in the MENA region. Their commitment to leveraging Cloud, AI, and digital transformation tools positions them as a leader in advancing education and assessment methodologies.

📋 Description

• 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

• 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

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