Senior TS Operations Engineer - Zendesk
Senior TS Operations Engineer - Zendesk
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
We are seeking a Senior Technical Solutions Operations Engineer (Sr TSOE) on our Technical Solutions Operations (TSO) team to lead the configuration optimization and governance of our global Zendesk environment. Supporting a highly technical enterprise-grade customer base this role combines deep hands-on expertise with systems-level thinking and process automation playing a key part in configuring optimizing and future-proofing Zendesk. You will implement platform enhancements automation initiatives and serve as a key liaison across Global Support TSO and the Zendesk account team.
Key Responsibilities:
Administer and continuously optimize Zendesk Support integrations and custom apps.
Design and maintain scalable workflows triggers SLAs and automations using process mapping and root cause analysis to continuously reduce operational friction and improve support . for a global support org and technical escalation paths.
Collaborate with cross-functional teams to integrate Zendesk with internal systems (e.g. Jira Salesforce Slack SSO analytics platforms).
Contribute to the evaluation and deployment of AI-powered tools (e.g. summarization intelligent routing and agent-assist) that enhance agent productivity and customer experience.
Partner with Support IT and Engineering to identify automation and process reengineering opportunities across platforms and implement scalable solutions using APIs or middleware (e.g. Workato).
Manage roles groups and permissions across a global user base ensuring compliance with data privacy and security standards (e.g. SOC 2 GDPR).
Monitor system performance and data integrity; lead change control and platform governance.
Lead cross-functional process reviews and implement improvements using methodologies like Lean or SIPOC
Provide advanced troubleshooting support for agents and admins; lead Zendesk training as needed.
Stay current on Zendesk and industry innovations to continuously improve our support stack. Contribute to roadmap planning evaluating new features and leading system upgrades and change management.
Collaborate with vendors and Zendesk representatives to manage escalations and influence product direction.
Work a hybrid model of 3-5 days in office per week.
Qualifications:
46 years of hands-on experience administering Zendesk and integrating it with other Enterprise Platforms in a global enterprise SaaS environment.
Solid technical background with an engineering degree in computer science information systems or supporting or implementing AI/automation in a support context (e.g. triage routing deflection).
Strong understanding of API-based integrations and automation platforms. Familiarity with middleware/integration tools and REST APIs.
Knowledge of ITIL principles data governance and enterprise compliance standards.
Comfortable operating independently while contributing to strategic planning and system evolution.
Excellent analytical communication and documentation skills.
Experience with support data analytics and reporting (e.g. Metabase Tableau) is a plus.
Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. Thats okay. If youre passionate about technology and want to grow your skills we encourage you to apply.
Benefits and Growth:
- Best-in-breed onboarding
- Generous global benefits
- Intra-departmental mentor and buddy program for in-house networking
- New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
- Continuous professional development product training and career pathing
- An inclusive company culture able to join our Community Guilds and Inclusion Talks
Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.
Required Experience:
Senior IC
Employment Type
Full Time
