Senior Technical Support Specialist

Summary

Join Zigzag as a Senior Technical Support Specialist and deliver advanced technical support to customers and internal teams. You will take ownership of complex cases, mentor colleagues, and serve as an escalation point for technical issues. This role requires deep technical understanding, strong problem-solving skills, and excellent communication. You will collaborate with engineering, product, and operations teams, advocating for customer experience. By contributing to knowledge sharing and root cause analysis, you will help improve service delivery and customer satisfaction. The position involves email-based support, using ticketing and monitoring tools, and driving improvements in support workflows. You will also contribute to internal knowledge sharing and participate in product and process feedback loops.

Requirements

• 5+ years in technical roles, such as technical service desk, software engineering, or similar
• 2+ in a technical service desk role, handling customer support cases
• Integrating and troubleshooting HTTP APIs, with hands-on experience using tools such as Postman or cURL
• Strong technical acumen—not just following processes, but able to understand, adapt, and improve technical solutions
• Strong written and verbal communication with internal and external stakeholders
• Conducting thorough investigations of technical faults, questions, and enquiries, compiling evidence, and documenting findings
• Understanding of ticket management platforms (e.g. Freshdesk, Salesforce, etc.) and how to prioritise, track, and manage work using these tools
• Bachelor’s Degree in IT, Computer Science, or a related field (or equivalent working experience)
• Relevant certifications
• Resourceful, proactive, flexible, and comfortable working in a fast-paced environment
• Robust written and verbal communication skills, with both high- and low-tech stakeholders
• Highly methodical and process-orientated for critical tasks, while still showing innovation when necessary
• Ability to define problem statements before jumping into solution mode
• Ability to multitask and perform effectively under pressure
• Be a fast-learner and easily adapt to new ways of working
• Ability to work effectively remotely— autonomously, or as part of functional or cross- functional teams

Responsibilities

• Provide high-quality, empathetic technical support for complex technical issues via email and ticketing systems
• Lead troubleshooting and resolution of technical issues, collaborating with Product and Engineering teams where needed
• Own customer cases end-to-end, ensuring clear communication and timely resolution
• Accurately document customer interactions and resolutions in support tools
• Support customer onboarding and provide helpful resources for ongoing success
• Collaborate with internal teams (e.g. Engineering, Product, Account Management) to resolve complex issues and share customer insights
• Lead or contribute to cross-functional projects and provide in-depth customer insights for internal investigations, billing, reconciliation, and audits
• Identify and analyse recurring issues and contribute to product, process, and support content improvements
• Monitor incidents and escalate risks or emerging trends
• Champion team performance by exceeding KPIs, coaching others on best practices and service excellence
• Create and maintain internal knowledge base content, and mentor peers through knowledge sharing and informal training

Preferred Qualifications

• Writing intermediate SQL queries and analysing structured data using tools like Excel, Google Sheets, Looker, or SQL clients to diagnose issues, generate reports, and inform operational or product decisions
• Understanding and working with JSON data formats and structures
• Familiarity with the payments industry or experience in banking, fintech, or related domains