Senior Technical Architect

Job Description

Technical Architects play a pivotal role within the Zendesk Professional Services delivery team, devising tailored technical solutions aligned with each customer's unique business requirements, needs, and objectives.

What You Will Be Doing

• Gain deep understanding of customers' functional and technical requirements, aligning them with business objectives leveraging Zendesk functionalities.

• Provide expert recommendations based on extensive technical knowledge and experience, taking ownership of defining, documenting, and executing optimal technical solutions.

• Collaborate closely with Zendesk Professional Services team members—Engagement Managers, Services Consultants, Developers, and Quality Assurance Analysts—across various customer engagements, serving as the primary technical solution designer.

• Lead or participate in design and configuration workshops with customers and partners to architect solutions effectively.

• Produce Technical Design Documents, Technical Guidance Documents, and specifications for Zendesk custom applications or integrations.

• Support development and testing phases of custom solutions, partnering closely with Zendesk Developers and Quality Assurance Analysts to resolve issues.

• Assist in functional design and configuration of Zendesk environments in collaboration with Services Consultants and Engagement Managers.

• Conduct technical training sessions, handovers, and knowledge transfer sessions.

• Maintain regular communication with Zendesk Engagement Managers regarding project status, issues, and remaining efforts on deliverables.

• Lead, contribute to, or participate in multiple projects concurrently.

• Uphold technical expertise across the entire Zendesk product suite.

• Handle high-profile customer escalations confidently and effectively.

• Support pre-sales efforts by gathering technical requirements and offering solutions and estimates to customers.

What You Bring to the Role

• Proficiency in English, Portuguese, or Spanish.

• 3+ years of experience in system, technical, or solution architecture.

• Familiarity with various architectures (Web, Enterprise, SaaS) and methodologies.

• Experience with RESTful and JSON API implementation and integration approaches.

• Proficiency in Web development (React, VueJs).

• Solid understanding of customer support processes and infrastructure.

• Strong ability to interface at a senior level with ease.

• Exceptional communication, interpersonal, and writing skills.

• Passion for customer service and its transformative potential for businesses.

• Strong organizational skills with the ability to manage multiple tasks effectively.

• Ability to deliver consulting services both onsite and remotely.

• Willingness and ability to travel domestically and internationally as required.

Basic Qualifications

• Bachelor's degree.

• Familiarity with a backend programming language (Ruby, Python, C#, etc.).

• Familiarity with a frontend programming language/framework (JavaScript, React, VueJs, JQuery, etc.).

Preferred Qualifications

• Experience with Zendesk configuration and implementation approaches.

• Familiarity with Zendesk App Framework.

• Knowledge of Zendesk Technical Capabilities (SSO, API, SDKs, etc.).

• Experience with Design Systems and Tools (Postman, Swagger, Figma, Lucid, etc.).

• Zendesk Support Administrator Expert Certification.

• Zendesk App Developer Certification.

Where We Work

This role offers primarily remote work with the support of a dynamic team. Zendesk provides digital tools and experiences to foster collaboration even in virtual settings. While digital-first, we encourage flexibility to work from Zendesk workspaces, offices, or flex spaces. Periodic in-person gatherings enable connection, collaboration, learning, and celebration.

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. 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 [email protected] with your specific accommodation request.