Technical Support Specialist

At Workwize, we’re revolutionizing how businesses support their global teams. 
 
The rise of a global workforce has enabled companies to access a broader talent pool but has also brought logistical challenges, such as local vendor availability, timely laptop delivery, equipment management, and local retrieval and storage. 
 
Workwize’s SaaS platform, integrated with suppliers and warehouses worldwide, simplifies and automates the deployment, management, and retrieval of IT hardware for distributed teams. Currently, Workwize facilitates fast, local deliveries in 100+ countries, supporting the IT lifecycle for over 25,000 users and managing 100,000+ devices globally. 

 

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.

 

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

• Investigate and resolve technical issuesusing APIs or databases. 

• 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-upprocedures.

 Cross-Team Collaboration

• Translate technical concepts for non-technical teams and vice versa.

• Working with tech/engineering team on escalations 
• Collaborate with customer support teams 

• Flag recurring technical issues and recommend process or documentation improvements.

• Manage tickets in Zendesk and log validated bugs in Linear (or Jira) as needed.

 

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 Tech/Engineering.

•  Highly organized, detail-oriented, and solutions-driven.
  
  

Workwize offers:

•  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.

 

Our Team  

Becoming part of Workwize means making an impact. We make sure that we will contribute to the change in the way of working. For us it is also important that we make an impact on our employees, that they feel challenged and ease. We consist of a rapid growing and ambitious team with all different backgrounds. Entrepreneurs, Operational specialists, Developers, Sales gurus you can find them all at Workwize and are always on the look-out for the next original ideas to reach more consumers and create the best value for our customers.  

We are looking forward to meeting you and discover if there is a match with the Workwize team!