Platform Support Architect & Onboarding Lead

GamaLearn; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Remote DXB is seeking an experienced Zendesk-focused technical support professional to manage the platform, customize configurations, and serve as the primary client contact across Zendesk, email, and phone channels.

You will lead onboarding sessions, coordinate QA testing, and collaborate with engineers to resolve complex issues while maintaining documentation andHelp Center resources for customers and internal staff.

Qualifications

• 2–4 years in technical support or platform administration.
• Proven experience administering and customizing Zendesk.
• Strong technical troubleshooting skills.
• Experience with basic QA testing and bug reporting coordination.
• Excellent verbal and written communication skills.
• Experience creating and maintaining technical documentation.
• Ability to lead onboarding sessions and training workshops.
• Experience managing licenses and client entitlements.
• ITIL v4 or equivalent IT service management certification.

Responsibilities

• Manage the Zendesk platform including setup, administration, and advanced customization.
• Serve as the primary technical point of contact for clients via Zendesk, email, and phone.
• Troubleshoot and validate advanced technical issues and escalate to developers as needed.
• Report, track, and follow up on software bugs with development teams.
• Perform basic QA testing on new features/updates.
• Maintain and enhance technical documentation and the Help Center.
• Lead onboarding and training sessions for clients and internal staff.
• Manage licensing, voucher allocation, and client entitlements.
• Deliver professional services as the technical lead on projects.
• Collect client feedback to drive product improvements.
• Support recruitment by coordinating technical assessments and onboarding.

Skills

Zendesk administration

Technical troubleshooting

Documentation

QA testing

Onboarding/training

Licensing management

Communication skills

Education

ITIL v4 certification

CompTIA A+ (preferred)

Tools

Zendesk

APIs

No-code platforms

Automation tools

Job description

Remote DXB is seeking an experienced Zendesk-focused technical support professional to manage the platform, customize configurations, and serve as the primary client contact across Zendesk, email, and phone channels.

You will lead onboarding sessions, coordinate QA testing, and collaborate with engineers to resolve complex issues while maintaining documentation andHelp Center resources for customers and internal staff.