Technical Architect

Job Description

Technical Architects are a key part of the Zendesk Professional Services delivery team, crafting technical solutions around every customer's unique business, needs and goals.

What you will be doing

Understanding customer’s functional and technical requirements, with the objective of mapping them to business minded goals wrapped around Zendesk functionality. 

You will provide recommendations based on your technical knowledge and experience, and be ultimately responsible for definition, documentation, and execution of the appropriate technical solutions.

You will work alongside a Zendesk Professional Services project team - including Engagement Managers, Services Consultants, Developers, Quality Assurance Analysts - on various activities within a customer engagement, acting as the technical solution designer and owner.

As part of your day-to-day job you will:

• Ask questions and dig into the customer’s use-case, capture the business problem we are solving together, and finally design their Zendesk in order for the customer to be successful.

• Lead and / or participate in design and configuration sessions / workshops with customers and partners.

• Produce Technical Design Documents, Technical Guidance Documents, and Zendesk custom application or integration Specification Documents.

• Support the development and testing of custom solutions, working closely with Zendesk Developers, and Quality Assurance Analysts on defect resolution.

• Support the functional design and configuration of Zendesk, working with Zendesk Services Consultants and Engagement Managers.

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

• Liaise and communicate with the Zendesk Engagement Manager on project status, issues, and remaining effort on project deliverables.

• Lead, contribute or participate on several projects concurrently.

• Maintain technical product expertise across the entire Zendesk product line.

• Respond to high-profile, high-impact customer escalations in a confident manner.

• Support the pre-sales team in gathering technical requirements and providing solutions and estimates to customers.

What you bring to the role

•  English, Portuguese or Español

• 3+ years system, technical or solution architecture experience

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

• Experience with RESTful and JSON API implementation and integration approaches

• Experience with Web development (React, VueJs)

• Good understanding of customer support processes and infrastructure

• Excellent instincts and ability to interface at a senior level with ease 

• Excellent communication, interpersonal skills, and eloquent writing skills

• Passionate about customer service and how it can transform businesses

• Strong organisational skills and an ability to multitask without getting frazzled

• Ability to deliver consulting onsite and remotely

• Willing and able to travel domestically / internationally if needed 

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 on Zendesk configuration and implementation approaches

• Experience on Zendesk App Framework

• Experience with 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 DeveloperCertification

Where We Work
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

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.