Senior Technical Architect

6 days ago

Apply Now

Receive Emails with Similar Jobs

Zendesk

WebsiteLinkedInAll Job Openings

Help Desks • Customer Support • SaaS • Customer Community • Customer Service

5001 - 10000

💰 Grant on 2019-09

Description

• 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.

Requirements

• 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.).