Premier Support Engineer
Premier Support Engineer
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Job Description
Job Description
We are looking for a support expert who is ready to set the standard for best-in-class customer support. You are the designated support contact for Zendesks Premier customers. 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 are the focal point of a global team to major customers and a funnel for their input back to Zendesk. You bring technical and support expertise to this elite 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 to Zendesk Premier customers.
You take ownership of customer issues through resolution are empathetic responsive resourceful and see the support experience through our customers eyes.
You provide guidance and best practice advice while answering product and developer oriented questions relating to our APIs Frameworks and SDKs.
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.
You step in during service incidents to coordinate communications and tasks between our Operations Development and Incident Management teams as well as the customer.
Required Skills:
Experienced (2 years) Zendesk Administrator or has deep product knowledge defined as technical troubleshooting expertise clear understanding of Zendesk architecture and the ability to view technical issues at the macro level
Two to four years experience supporting customers on enterprise software
1 yr Enterprise Architecture / 1 yr Technical Architecture experience
Experience designing implementing supporting and troubleshooting complex multi-vendor / multi-platform SaaS solutions
1 yr technical troubleshooting experience with HTML JSON JavaScript and RESTful APIs is expected but experience with Java Ruby Python or another modern language is a plus
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; limited travel may be requested
Requested Skills:
Formal presentation skills (QBRs Scorecard read-outs/development. etc.)
Innovative thinking - how can we attitude
Strong tools knowledge around GSuite Slack Confluence
Secondary language such as Spanish French German or Portuguese welcome
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 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 pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request.
Employment Type
Full-Time
