Technical Support Specialist

**About Workwize**:
Workwize is a fast-growing SaaS company based in The Netherlands, specializing in IT asset management solutions for modern, distributed teams. Our platform helps companies streamline procurement, management, and return of IT equipment — all in one place. We're a remote-friendly company with a strong focus on clarity, collaboration, and continuous improvement.

**About the Role**:
Are you passionate about solving technical problems and ensuring customers have the best experience possible? Do you thrive in fast-paced, collaborative environments where every day brings a new challenge?

Join **Workwize** as a **Technical Support Specialist** within our **Customer Operations Team**. In this pivotal role, you'll be the first line of technical expertise, supporting both our clients and internal teams. You'll manage and resolve technical queries through **Zendesk** and **Linear/Jira**, always aiming for speed, clarity, and quality.

Your mission**:Deliver accurate, timely support** while actively contributing to the continuous improvement of our tools, documentation, and processes.

**Key Responsibilities**:
As a Technical Support Specialist, you'll act as the **primary technical contact** for our client-facing teams and serve as the bridge between **Customer Support and Engineering**. Your key responsibilities include:
**Technical Investigation & Triage**:

- Resolve technical issues such as user reactivations, order cancellations, and API-related questions.
- Reproduce and analyze bugs, performing root cause analysis to explain expected vs. actual behavior.
- Triage and filter tickets to protect Engineering focus and improve response efficiency.
- Document all cases clearly and escalate only when necessary.

**️ Platform & IT Knowledge**:

- Build and maintain deep knowledge of the Workwize platform, features, and tools.
- Stay current with updates, new features, and process changes.
- Support internal teams with technical questions, including **MDM device setup** and **warehouse device wipe-up**procedures.

**Cross-Team Collaboration**:

- Translate technical concepts for non-technical teams and vice versa.
- Flag recurring technical issues and recommend process or documentation improvements.
- Manage tickets in **Zendesk** and log validated bugs in **Linear** (or Jira) as needed.

**Required Qualifications and Skills**:

- 3+ years of experience in a **technical support** or **customer support** role, preferably within a **SaaS** or tech company.
- Strong understanding of APIs and debugging processes. Ability to explain and document technical issues clearly.
- Intermediate technical knowledge, including experience with tools like **MySQL**, **Postman**, **Cursor**, and APIs.
- Proficiency with **Zendesk**, **Jira**, or **Linear**.
- Excellent communication skills — both technical and non-technical — with a customer-first mindset.
- Experience working cross-functionally with Customer Success, Operations, and Engineering.
- Highly organized, detail-oriented, and solutions-driven.

**Why Join Workwize?**:

- Work remotely from South Africa with a flexible schedule.
- Join a growing international startup with a supportive and transparent culture.
- Collaborate with cross-functional teams across Europe and beyond.
- Bring your ideas — we value continuous improvement and initiative.
- Opportunity to grow in a role that blends technical support, problem-solving, and product knowledge.

If you're excited about combining technical problem-solving with customer impact, we'd love to hear from you. Join Workwize and help shape the future of remote IT asset management.