Senior Technical Architect

4 days ago

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Zendesk

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Zendesk is a company that provides a comprehensive suite of customer service and sales solutions. Their offerings include messaging, live chat, AI-driven automation, data privacy and protection, and an agent workspace, all designed to enhance customer experience and support operations. Their platform is designed to be flexible and scalable, catering to businesses of all sizes, including small enterprises, startups, and large corporations. Zendesk emphasizes the importance of integrated workflows and personalized customer interactions, leveraging customer data and AI to improve service efficiency. Additionally, they provide professional services, resources for training, and a strong emphasis on diversity, inclusion, and sustainability.

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

5001 - 10000 employees

Founded 2007

☁️ SaaS

🤝 B2B

💰 Grant on 2019-09

📋 Description

• Responsible for in-depth collaboration with customers • Build a Zendesk environment that works seamlessly with their support practices and systems • Provide expertise based on technical & customer solution experience • Define, document, and execute the appropriate technical solution • Work hand-in-hand with various team members as the technical solution designer and owner • Execute design & configuration sessions with customers (onsite or remote) • Produce Technical Design Documents and Zendesk Custom App Specification Documents • Perform functional testing and work closely with Zendesk developers on defect resolution • Document customer technical systems for efficient integration with Zendesk • Support the Consulting team with functional design & configuration of Zendesk • Lead technical projects involving multiple development and architecture resources • Mentor junior colleagues on best practices and new technologies • Engage on several paid projects concurrently • Maintain technical product expertise across the entire Zendesk product line • Respond to high-profile, high-impact customer escalations confidently • Gather technical requirements and provide level of effort estimates for customers

🎯 Requirements

• 6 years+ System and/or Solution Architecture experience • Experience with various architectures (Web, Enterprise, SaaS) and methodologies • Experience with best practices for leading complex front end application development projects • Experience in agile scrum for software development; experience using JIRA or similar tools • Familiarity with a frontend programming language/framework (Javascript, React, Vue, etc) • 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 organizational skills and an ability to multitask without getting frazzled • Ability to deliver consulting onsite & remotely • Bachelor's degree • Willing and able to travel domestically/internationally (40%) (when that is safe) • Familiarity with a backend programming language (Ruby, Python, C#, etc) • Expert on Zendesk configuration and implementation approaches • Expert on Zendesk App Framework and related SSO capabilities • Zendesk Administrator Certification • Zendesk App Developer I Certification

🏖️ Benefits

• competitive pay • benefits • appealing offices • snacks • flexible hours • remote work • dynamic parental leave plans • diversity and inclusion initiatives • community engagement