Job Description
We are looking for a support expert (Premier Support Engineer) 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.
In This Role You Will
* Be an integral member of a highly technical team dedicated to delivering technical support and guidance to Zendesk Premier customers
* Take ownership of customer issues through resolution, are empathetic, responsive, resourceful, and see the support experience through our customers' eyes.
* Provide guidance and best practice advice while answering product and developer oriented questions relating to our APIs, Frameworks, and SDKs.
* Be an outstanding communicator, both written and verbal, as you communicate your message across simply and build trusted relationships at all levels.
* Be a master of prioritisation. You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.
* Step in during service incidents to coordinate communications and tasks between our Operations, Development, and Incident Management teams, as well as the customer.
You Must Have
* 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
* Fluency in English (written and spoken) as you will be supporting English speaking customers within EMEA.
* Two to four years experience supporting customers on enterprise software
* Experience with Enterprise Technical Architecture
* Hands on experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions
* Experience in 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
* 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
* Self-motivated, and possess a strong sense of responsibility and initiative
* Must be willing to occasionally work outside of business hours or on a weekend rotation as needed; limited travel may be requested
* Strong presentation skills (QBRs, Scorecard read-outs/development. etc.)
* Innovative thinking - "how can we" attitude
Preferred Skills
* Strong tools knowledge around GSuite, Slack, Confluence
* Secondary language such as Spanish, French, German or Portuguese welcome
At Zendesk we embrace flexibility with a hybrid model that encourages everyone to come into the office once a week just enough to connect, collaborate and keep our team spirit strong.
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.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
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. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
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 with your specific accommodation request.