We’re hiring a Senior Technical Support Specialist to play a key role in supporting our enterprise clients and scaling internal support operations. You'll manage advanced tickets, configure and optimize Zendesk (including AI workflows), and help design onboarding and process documentation. You'll also work closely with Product and Developers to address issues and improve the platform, while contributing to the growth of our European support team.
We power some of the most complex localization operations in the world. You’ll help us raise the bar on technical support, shape internal workflows, and be instrumental in building a strong, scalable support presence across Europe.
Key Responsibilities:
- Handle complex support requests and act as an internal escalation point
- Configure and optimize Zendesk, including automations, triggers, macros, and AI-driven workflows
- Troubleshoot issues related to APIs, integrations, continuous localization, and workflow automation
- Collaborate with Product and Developers to report bugs, test new features, and improve user experience
- Create and maintain onboarding materials, internal workflows, and help center documentation
- Help design scalable support processes and contribute to team expansion across European offices
- Mentor junior support team members and share best practices
Required Qualifications:
- 3–5 years of experience in technical support for a SaaS platform
- Strong hands-on experience with Zendesk configuration, including AI and automation workflows
- Deep understanding of localization workflows and CAT tools (Wordbee, Phrase, memoQ, Trados, etc.)
- Confident troubleshooting platform issues, including APIs and automation logic
- Fluent in English (spoken and written)
- Able to work from an existing European office location (e.g., Prague, Barcelona, Warsaw)
Preferred Qualifications:
- Proficiency in a second European language (Spanish, German, French, etc.)
- Experience developing onboarding programs, workflow documentation, or training content
- Familiarity with XML, regular expressions, or scripting
- Background in scaling or structuring a support or service team
