— Careers at Zinia
Share this job
The Support Technical Lead plays a critical role in maintaining the quality, consistency, and technical integrity of Zinia’s support environment.
This role helps ensure complex technical issues are handled properly, support standards are applied consistently, recurring problems are reduced, and client environments remain secure, supportable, compliant, and well managed.
Your impact will be seen in stronger technical standards, better outcomes for clients, fewer repeated issues, improved technical capability across the Support team, and greater confidence in how Zinia manages live client environments.
The Support Technical Lead is the senior technical authority within the Support function and works closely with the Head of Operations to maintain technical quality, governance, support readiness, and escalation discipline.
The role does not replace the Technical Solutions Architect’s responsibility for solution design and scoping. Instead, it focuses on ensuring live environments, handovers, documentation, technical standards, escalations, and support practices remain controlled, compliant, technically sound, and supportable.
Key areas of responsibility include:
Technical Authority and Escalation Governance
Act as the senior technical authority for Support escalations within agreed authority limits. Guide troubleshooting approaches, validate technical decisions, challenge weak assumptions, and ensure escalations are handled with appropriate evidence, urgency, and discipline. Operational, people, commercial, and strategic decisions remain with the Head of Operations.
Major Incident and Complex Technical Resolution
Take technical ownership of high-impact incidents that require senior support judgement. Ensure containment, diagnosis, stakeholder coordination, and restoration are managed in a controlled manner, and confirm that service has been properly restored before incidents are considered resolved.
Technical Governance and Compliance
Own technical governance discipline across the Support function. Ensure support activity aligns with Zinia standards, client requirements, security expectations, documentation controls, change processes, access requirements, and agreed support boundaries.
Maintain a strong focus on audit readiness, evidence, access control, credentials, technical standards, and compliance across supported environments.
Support Technical Standards and Roadmap
Work with the Head of Operations to define and improve Support’s technical standards and roadmap. This includes areas such as Microsoft 365, identity, endpoint management, networking, firewalls, cybersecurity, backup, monitoring, patching, firmware, voice services, and documentation.
Convert identified technical gaps into practical improvement actions, SOPs, automation, training, or formal projects where appropriate.
Project-to-Support Readiness
Review project handovers before environments transition into live Support. Confirm that required documentation, access information, credentials, diagrams, monitoring, backup status, client contacts, support boundaries, and known risks are complete and understood.
Where an environment is not support-ready, raise the gaps with the Projects team and Technical Solutions Architect before acceptance.
Problem Management and Recurring Issue Reduction
Drive effective problem management by identifying repeat incidents, weak technical standards, recurring failures, and high-risk systems or client environments.
Ensure root causes are properly investigated and documented and that corrective actions are assigned, tracked, and converted into lasting improvements such as knowledge articles, standard changes, automation, training, or projects.
Documentation and Ticketing Quality
Maintain and improve standards for technical tickets, work notes, evidence, time entries, root cause information, next actions, handovers, and knowledge documentation.
Ensure technical information is detailed enough to support collaboration, escalation, audit requirements, and future troubleshooting without unnecessary reliance on individual knowledge.
Team Technical Capability and Coaching
Coach Support Agents, Support Engineers, Lead Support Engineers, and Field Support resources on technical troubleshooting, escalation quality, documentation, evidence capture, and structured problem solving.
Provide input into the technical skills matrix and certification roadmap and identify development priorities based on actual support gaps, recurring incidents, and operational risk.
Vendor, Provider and Client Technical Engagement
Lead or support technical discussions with clients, vendors, ISPs, last-mile providers, and platform partners when senior technical credibility or escalation is required.
Ensure issues are supported by appropriate evidence, commitments are followed through, and technical explanations are clear, accurate, and appropriate for the audience.
Technical Risk and Operational Visibility
Provide structured technical input to the Head of Operations on escalation trends, recurring incidents, client risks, technical debt, compliance gaps, support-readiness issues, and team capability gaps.
Maintain visibility of unresolved or stuck technical items and surface risk early enough for corrective action before it affects service quality or client confidence.
Internal
External
Essential
Advantageous
Development
Within the first 3–6 months, the successful candidate will be expected to:
Equivalent qualifications and proven competence will be considered where appropriate.
Given the senior technical authority and compliance expectations of the role, the successful candidate may be required to complete agreed certifications within a defined timeframe where identified gaps exist.
The role may require attendance at client sites depending on technical, escalation, project, or operational requirements.
The people who do well at Zinia are proactive, accountable, and solutions-focused.
They take ownership, communicate clearly, stay calm under pressure, and care about delivering work properly. They don’t wait for someone else to solve a problem or pass responsibility down the line.
We value people who challenge assumptions respectfully, support their teammates, continuously improve, and take pride in the standard of work they deliver.
We are not a corporate machine. We are a team that takes ownership, moves with purpose, and stays close to the work.
At Zinia, you’ll work alongside experienced professionals who care about doing things properly. You’ll have the opportunity to contribute ideas, improve processes, build your expertise, and help shape how we deliver services to our clients.
We expect a high standard, but we provide the trust, support, and autonomy for people to do their best work.
Send your CV and any supporting documents to jobs@zinia.co.za.
Please include Support Technical Lead (JHB) in the subject line.
Only shortlisted candidates will be contacted.
Zinia is committed to fair and equitable recruitment practices. We consider all suitably qualified applicants based on the requirements of the role and applicable South African employment legislation.
Share this job
Ready to be part of it?
Send your CV, cover letter and supporting information/documents to jobs@zinia.co.za
Make sure you include the role name in the subject line.