Technical Support Engineer

Job Description

Technical Support Engineer

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 endusers to support themselves using our knowledge base.

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

Required Skills:

• Four to six years experience supporting customers on enterprise software

• Experience designing implementing supporting and troubleshooting complex multivendor / multiplatform 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 crossfunctional teams; develop and communicate creative diplomatic solutions to problems; manage competing priorities on a daily basis

• Selfmotivated 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

#LIWO1

The US annualized base salary 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 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 inoffice 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 were 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 preemployment testing or otherwise participate in the employee selection process please send an email to with your specific accommodation request.