Senior Technical Support Engineer

Job Description

Principal Technical Support Engineer

We are looking for someone to be part of a new kind of team - a team that will offer an effortless customer experience by providing support to both our Explore and Sunshine Conversation customers, as well as other new emerging products. In addition to traditional support functions through different communications channels, you will be poised to offer support and expertise on many other projects. You’re a great match if you possess fantastic troubleshooting skills, are driven to help customers, and have the ability to investigate a new product to learn it inside and out.

Required:

• At least 4 years technical support experience

• Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious

• Excellent organizational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles

• Proven ability to work independently to set and reach timelines for customer facing projects based on urgency and flexibility

• Proven experience in communicating complex customer issues directly to product development teams and setting customer expectations to match

• In depth experience with RESTful APIs as well as data interchange formats like JSON & XML

• Work effectively as a member of a multi-functional team (internal & external)

• Position and present implementation options & proposals to customers

• Flexibility to work into the early evenings and pre-scheduled weekend shifts

• A desire to learn, master, and teach

• Fluent in written and spoken English

Experience/Skills Desired (but not required):

• Experienced Zendesk Administrator or deep product knowledge preferred

• Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions

• Network troubleshooting / HTTP protocol, DNS, SSL

• Server side experience with Java, Ruby, or another modern language

• Developed training material for either internal or external consumers

• 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

The US annualized base salary range for this position is $99,000.00-$149,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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.