Senior Technical Support Specialist

About the Role:

Wordbee is hiring a Senior Technical Support Specialist to play a key role in supporting our enterprise clients and scaling internal support operations. You'll manage advanced tickets, configure and optimize Zendesk (including AI workflows), and help design onboarding and process documentation. You'll also work closely with Product and Developers to address issues and improve the platform, while contributing to the growth of our support team.

• Job Title: Senior Technical Support Specialist
• About the Company: Wordbee (Part of TransPerfect) SaaS platform for localization project management and translation automation

Key Responsibilities:

Handle complex support requests and act as an internal escalation point

Configure and optimize Zendesk, including automations, triggers, macros, and AI-driven workflows

Troubleshoot issues related to APIs, integrations, continuous localization, and workflow automation

Collaborate with Product and Developers to report bugs, test new features, and improve user experience

Create and maintain onboarding materials, internal workflows, and help center documentation

Help design scalable support processes and contribute to team expansion across European offices

Mentor junior support team members and share best practices

Required Qualifications:

35 years of experience in technical support for a SaaS platform

Strong hands-on experience with Zendesk configuration, including AI and automation workflows

Deep understanding of localization workflows and CAT tools (Wordbee, Phrase, memoQ, Trados, etc.)

Confident troubleshooting platform issues, including APIs and automation logic

Fluent in English (spoken and written)

Able to work from the office in Cebu

Preferred Qualifications:

Experience developing onboarding programs, workflow documentation, or training content

Familiarity with XML, regular expressions, or scripting

Background in scaling or structuring a support or service team

Why Join Wordbee We power some of the most complex localization operations in the world. You'll help us raise the bar on technical support, shape internal workflows, and be instrumental in building a strong, scalable support presence.