Technical Support Engineer

Company Background:

zenda is a financial technology partner to schools, colleges & nurseries, building products exclusively for the education sector. It helps institutions improve collection efficiency, digitize all payments and offers flexibility to parents.

Launched in 2021, zenda is present in 40% of all UAE K-12 schools and ~600 schools across markets, serving 150,000+ parents across UAE, India and Qatar, and on track to process USD 600M+ in transactions this academic year. We are grateful for the positive traction that we have received, including with premium networks such as Nord Anglia, Cognita, Repton, ISP, etc. We are actively launching across KSA, Bahrain, Singapore and other markets over 2024.

zenda is backed by leading VCs including the $1.5bn Saudi Technology Venture, Global Founders Capital, COTU, Venture Souq etc, and is seamlessly integrated with more than 45 local, regional and global SIS/ERP systems.

We are expanding our teams aggressively across functions in the UAE and India, are looking for talent professionals with an entrepreneurial mindset and the passion to create disruptive businesses.

Technical Support Engineer

Location - Bangalore/Kochi

Responsibilities:

• Provide expert technical support to the customer support team and clients via phone, email, chat, or ticketing systems.
• Collaborate with development teams to escalate complex technical issues, including providing detailed bug reports.
• Debug and reproduce customer-reported issues to identify root causes and deliver effective solutions.
• Guide customers through troubleshooting steps to resolve technical problems efficiently.
• Identify and prioritize critical issues, escalating them to the appropriate teams for resolution.
• Maintain thorough documentation of customer interactions and solutions provided.
• Work closely with cross-functional teams to resolve complex technical challenges.
• Deliver product training and technical assistance to clients as needed.
• Stay informed about product updates, patches, releases, and technical specifications to ensure accurate and timely support.
• Monitor system performance, proactively identifying potential issues and areas for improvement.
• Continuously update knowledge on product features, enhancements, and technical specifications.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1-2 years of experience in technical support or a related role.
• Strong technical background with excellent troubleshooting, analytical, and problem-solving skills.
• Basic knowledge of

  Java

  ,

  Spring

  , and

  Hibernate

  is preferred.
• Experience working with

  MySQL

  or similar SQL databases, with proficiency in writing queries.
• Excellent communication skills with the ability to collaborate effectively with both engineering and customer-facing teams.
• Ability to thrive in a fast-paced, team-oriented environment.
• A customer-focused mindset with a strong passion for delivering exceptional service.