{"id":3019115,"url":"https://alion.io/job/implementation-hub-customer-support-associate-technical-2nd-line","title":"Customer Support Associate - Technical 2nd Line","company":{"id":2201687,"name":"Implementation Hub","domain":"implementation-hub.org","url":"https://alion.io/company/implementation-hub","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":true,"has_equity":false,"technologies":[{"name":"Asana","optional":false},{"name":"Confluence","optional":false},{"name":"Jira","optional":false},{"name":"Linear","optional":false},{"name":"Notion","optional":false},{"name":"LinkedIn","optional":true}],"status":"live","first_seen_at":"2026-09-17T09:02:34Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-11-07T22:28:56Z","board_verified":true,"closed_at":null,"days_open":51,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":51},"description":"About ZDHC\nThe ZDHC Foundation develops and implements the Roadmap to Zero Programme with a focus on reducing the chemical footprint of the Fashion Industry. We are the leading sustainability organisation driving sustainable chemistry, innovations and best practices in textile, apparel, leather and footwear manufacturing to protect consumers, workers and the environment. Through collaborative engagement, alignment and large-scale implementation, we take a holistic approach to sustainable chemical management and enable tangible progress in the wider industry through the delivery of guidelines, platforms and solutions, including capacity-building and innovation projects. For more information about ZDHC, see www.roadmaptozero.comand follow us on LinkedIn.\nZDHC Vision and Mission\nThe ZDHC Vision is a World in which better chemistry leads to the protection of life, land, air and water. The ZDHC Mission is to lead our global value chain to achieve the highest standard for sustainable chemical management, driving resource efficiency and circularity.\nJob Purpose\nThe Customer Support Associate - Technical 2nd Line provides specialised technical support within the Customer Support Team, acting as the link between first-line Customer Support and the Platform Development Team.\nThe role investigates and resolves technical issues escalated by first-line support or other internal teams, ensuring that issues are accurately analysed, documented, prioritised and followed through to resolution. Working closely with the Platform Product Owner and Development Team, the role supports effective bug management, platform testing and the successful release of new functionalities and enhancements.\nThrough hands-on investigation, structured testing and close collaboration across teams, the role contributes to a reliable, user-friendly platform and a high-quality customer experience. The role is intended for candidates who combine strong customer-support capabilities with a genuine software development mindset.\nKey Roles and Responsibilities\nSecond-Line Technical Support & Troubleshooting\nProvide second-line technical support for platform-related questions and issues escalated by first-line Customer Support and other internal teams.\n\nInvestigate reported technical issues to understand and reproduce problems, distinguish between user-related issues and potential platform bugs, and identify possible root causes.\n\nResolve technical support cases independently where possible and escalate issues requiring development support to the appropriate team.\n\nIdentify recurring technical issues and patterns and proactively flag opportunities to improve platform functionality, user experience or support processes.\n\nTechnical Skills & Platform Development Capabilities\nApply a strong technical understanding of modern web-based applications, including APIs, databases, authentication flows, application architecture and common integration patterns.\n\nUse practical development skills and experience with at least one modern programming language or web development framework to support technical troubleshooting and root-cause analysis, including reading and understanding source code.\n\nInvestigate complex technical issues using browser developer tools, application logs, API requests and responses, database queries and other relevant debugging tools.\n\nWork closely with the Platform Product Owner and Development Team to clarify technical issues and support effective prioritisation and resolution.\n\nBug Management, Testing & Quality Assurance\nCreate clear and complete technical tickets, including issue descriptions, reproduction steps, expected versus actual behaviour, supporting evidence and relevant user information.\n\nTrack technical issues and bugs through to resolution and ensure relevant stakeholders are kept informed of progress and outcomes.\n\nSupport the testing of new platform functionalities, features, enhancements and bug fixes before and after release.\n\nConduct structured functional and regression testing and clearly document testing results, issues and observations.\n\nVerify resolved bugs and fixes before tickets are closed and confirm that the expected functionality is working correctly.\n\nKnowledge Sharing & Cross-Team Collaboration\nTranslate technical findings into clear and understandable information for first-line Customer Support and other non-technical colleagues.\n\nSupport the development and maintenance of internal troubleshooting guidance, technical support documentation and relevant Knowledge Base content.\n\nCollaborate closely with Customer Support, Platform Development and other relevant teams to ensure an effective flow of information between users and technical teams.\n\nRequirements\nQualifications & Experience\nRelevant education or equivalent professional experience in customer support, technical support, IT, digital platforms or a related field.\n\nPrevious experience in customer support, technical support, application support, software testing or a comparable role.\n\nExperience working with web-based platforms, software applications or digital products.\n\nExperience investigating and troubleshooting technical issues and translating findings into clear, actionable tickets.\n\nExperience with ticketing, issue-tracking or development tools; experience with tools such as Jira, Linear, Confluence, Notion, Asana or similar is an advantage.\n\nExperience with functional software testing, bug reproduction and/or regression testing is an advantage.\n\nStrong digital literacy and the ability to quickly understand new systems, functionalities and technical processes.\n\nAbility to communicate effectively with both technical and non-technical colleagues and translate between customer/user issues and technical requirements.\n\nStrong written and verbal English communication skills.\n\nExperience working in an international and cross-functional environment is an advantage.\n\nCompetencies\nAccountability - Take responsibility for actions and results, stay accountable for successes and failures, and ensure commitments and standards are met.\n\nAttention to Detail - Produce and review work carefully for accuracy, completeness, and consistency to ensure high standards.\n\nCommunication - Share information, ideas, and expectations clearly and persuasively, and adapt style and content to the audience for understanding and impact.\n\nCustomer Orientation - Understand, anticipate, and meet customer needs through empathy, effective communication, and responsiveness aligned with customer priorities.\n\nProblem-Solving - Anticipate and define problems, analyse root causes, evaluate alternatives, and implement practical, timely actions to resolve issues effectively.\n\nSoftware-Specific Competencies - Learn and apply relevant software and digital tools effectively to support processes, data management, and decision-making.\n\nTeamwork - Work cooperatively with others, communicate openly, support colleagues, manage conflict constructively, and focus on shared goals for collective results.\n\nWhat We Offer\nAt ZDHC, we believe that a fulfilling career goes beyond a competitive salary. We are committed to creating a supportive and inspiring workplace where you feel valued, energised, and empowered to do your best work. That’s why we offer a comprehensive benefits package designed to support your growth, help you achieve your goals, and encourage strong connections with your team.\n30 holidays a year, based on 40 hours a week\n\nGym membership allowance - for your physical wellbeing\n\nAccess to Open Up - for your mental wellbeing\n\nHybrid and flexible working environment\n\nSupport in setting up your workstation at home (if needed)\n\nHigh-speed internet costs reimbursed\n\nWorking abroad development experience - the opportunity to work abroad from one of our offices for 1-3 months (after 1 year)\n\nMacBook and iphone\n\nIn addition, there are regional benefits, depending on the location of hire. Those will be discussed during the interview process.\nWant to make an impact? Join a small, multicultural and purpose-driven team at a pivotal moment for ZDHC. You’ll help shape the evolution of the Roadmap to Zero Programme and drive meaningful change across the global textile and footwear sector, working collaboratively with colleagues across cultures, locations and time zones through remote and online ways of working.\nIMPORTANT NOTE\nOur preference is for a candidate living and working in Thane/Mumbai. This hiring process does not include visa sponsorship or a relocation package.\nTo apply: Please submit your CV and a 1-page motivation letter in PDF.","description_format":"text","description_chars":8596,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Apple Macbook","Flexible schedule","Gym membership"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Apparel & Fashion Brands","Supply Chain","Enterprise Apps Implementation Partners"],"lifecycle":[{"event":"open","at":"2026-10-21T17:19:26Z"}],"visa":[],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.431,"p_room":0.35,"age_days":50,"expected_fill_days":24,"reasons":["conf:3","win:tail"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/implementation-hub-customer-support-associate-technical-2nd-line","json_url":"https://alion.io/job/implementation-hub-customer-support-associate-technical-2nd-line.json","meta":{"generated_at":"2026-11-08T01:35:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3465,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2201687},"rest":"https://alion.io/mcp/rest/get_company?id=2201687"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fimplementation-hub-customer-support-associate-technical-2nd-line"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fimplementation-hub-customer-support-associate-technical-2nd-line"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fimplementation-hub-customer-support-associate-technical-2nd-line"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/implementation-hub-customer-support-associate-technical-2nd-line\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fimplementation-hub-customer-support-associate-technical-2nd-line"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3019115}},{"tool":"search_jobs","arguments":{"company":"implementation-hub.org","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3019115},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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