Job description
Zigzag is looking for a Senior Technical Support Specialist to join our team!
Role Overview
As a Senior Technical Support Specialist, you will play a critical role in delivering advanced technical support to our customers and internal teams. You will take ownership of complex customer cases, mentor other support specialists, and serve as an escalation point for technical issues that require deeper investigation or cross-functional collaboration.
You will provide high-quality, email-based support and use advanced troubleshooting techniques to resolve issues efficiently. You’ll leverage ticketing and monitoring tools to document, track, and escalate inquiries, and will drive improvements in support workflows through proactive analysis of trends and recurring issues.
This role requires deep technical understanding, strong problem-solving skills, and the ability to translate complex technical concepts into clear, actionable solutions for both technical and non-technical audiences. Empathy and leadership are essential, as you will work closely with internal engineering, product, and operations teams while advocating for the customer experience.
By contributing to internal knowledge sharing, driving root cause analysis, and participating in product and process feedback loops, you will help shape the evolution of our client’s support function and contribute to continuous improvements in service delivery and customer satisfaction.
Business Overview
Our client is a prominent Australian FinTech payment service provider with over a decade of experience in servicing B2B merchants.
They specialise in providing connectivity to multiple Australian payment rails and account-to-account real-time payments, including BPAY, PayID, and PayTo.
They aim to empower businesses to simplify their intricate payments workflows by facilitating seamless automation and reconciliation through robust payment APIs.
Key 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.
Experience
Core 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.
Good to have
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.
Qualifications
Bachelor’s Degree in IT, Computer Science, or a related field (or equivalent working experience).
Relevant certifications.
Qualities
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.
Performance Metrics and Expectations
Response and resolution time for customer issues.
Customer satisfaction scores (cSat/CES).
Adherence to SLAs and protocols.
Contribution to knowledge base and process improvements.
