Technical Support Engineer

Job Description

We are looking for a support guru who thrives on providing technical guidance through many different channels of communication including messaging (live and asynchronous conversations), email, phone, video conference, and forums. 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 bring technical and support expertise to this team, whose focus is servicing customers and solving problems, likes a challenge, and wants to set the standard for customer support.

Responsibilities:

• You are an integral member of a highly technical team dedicated to delivering technical support and guidance.

• You take ownership of customer issues through resolution, are empathetic, responsive, resourceful, and see the support experience through our customers’ eyes.

• You are an outstanding communicator, both written and verbal — you get your message across simply and build trusted relationships at all levels.

• 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.

• Ability to empower end-users to support themselves using our knowledge base.

• A desire to learn, master and teach across technical fields.

Required Skills:

• Two to four years experience supporting customers on enterprise software

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

• Knowledge of HTML, JSON, JavaScript, and RESTful APIs is expected, but experience with Java, Ruby, Python, or another modern language is a plus

• Intermediate understanding of authentication technology (SAML, JWT)

• 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

Requested Skills:

• Innovative thinking - “how can we” attitude

• Strong tools knowledge around GSuite, Slack, Confluence

#Li-SM12

The US hourly base rate range for this position is $30.29-$45.67. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire rates 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 rate 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.