Zendesk Premier Support Engineer
Apply
Locations: Remote, Ireland
Time Type: Full time
Posted on: Posted Yesterday
Job Requisition ID: R29696
Job Description
We are looking for a support expert who is ready to set the standard for best-in-class customer support. You are the designated support contact for Zendesk's Premier customers. You are able to understand customer needs, anticipate their challenges, advocate internally for solutions, and communicate effectively to provide the best possible customer experience. You are the focal point of a global team to major customers and a funnel for their input back to Zendesk. You bring technical and support expertise to this elite team, whose focus is servicing customers and solving problems, likes a challenge, and wants to set the standard for customer support.
Responsibilities:
1. You are an integral member of a highly technical team dedicated to delivering technical support and guidance to Zendesk Premier customers.
2. You take ownership of customer issues through resolution, are empathetic, responsive, resourceful, and see the support experience through our customers’ eyes.
3. You provide guidance and best practice advice while answering product and developer-oriented questions relating to our APIs, Frameworks, and SDKs.
4. You are an outstanding communicator, both written and verbal — you get your message across simply and build trusted relationships at all levels.
5. You are a master of prioritization. You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.
6. You step in during service incidents to coordinate communications and tasks between our Operations, Development, and Incident Management teams, as well as the customer.
Required Skills:
1. Experienced (2+ years) Zendesk Administrator or has deep product knowledge defined as technical troubleshooting expertise, clear understanding of Zendesk architecture, and the ability to view technical issues at the “macro” level.
2. Two to four years experience supporting customers on enterprise software.
3. 1 yr Enterprise Architecture / 1 yr Technical Architecture experience.
4. Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions.
5. 1 yr technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs is expected, but experience with Java, Ruby, Python, or another modern language is a plus.
6. Proven ability to develop positive relationships and effectively coordinate with cross-functional teams; develop and communicate creative, diplomatic solutions to problems; manage competing priorities on a daily basis.
7. Self-motivated, and possess a strong sense of responsibility and initiative.
8. Must be willing to occasionally work outside of business hours or on a weekend rotation as needed; limited travel may be requested.
Requested Skills:
1. Formal presentation skills (QBRs, Scorecard read-outs/development, etc.).
2. Innovative thinking - “how can we” attitude.
3. Strong tools knowledge around GSuite, Slack, Confluence.
4. Secondary language such as Spanish, French, German or Portuguese welcome.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.
About Us
Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.
Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.
More meaningful moments. Fewer Zoom calls.
What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.
Recruitment Scam Alerts
We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com.
#J-18808-Ljbffr